> For the complete documentation index, see [llms.txt](https://docs.contiple.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.contiple.com/eng/getting-started/chat.md).

# Chat Handling

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For detailed chat feature settings, refer to the **Chat Guide** in *Service Management.*
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## **➊ Set Chat Permissions**

* In the **Contract Details** of the current service, enable the following Chat options.
* In **Service Management → Help Center → Default Setting**, enable the **Chat** feature.
* In **Service Management → Agents**, grant **chat permissions** to agents who will handle chat consultations.

  

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## **➋ Start a Chat Support**

<figure><img src="/files/sm8wtgvQ0ITYnLL1MEHs" alt=""><figcaption></figcaption></figure>

* Click the **Chat Widget** at the bottom right corner of the Contiple screen to open the chat dialog.
* Change your **chat status to Online** to start handling customer chats.\
  *(Chat sessions are assigned only when the agent status is set to “Online.”)*

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### **2-1. Chat Reception**

#### **(1) Chat Received from Help Center**

<figure><img src="/files/KpTydMiG9yGJZGplIgEL" alt=""><figcaption></figcaption></figure>

* Customers can access the **Chat Widget** located at the bottom right corner of the **Help Center**.
* After agreeing to the **privacy policy**, they can start a chat with an available agent.

#### **(2) When No Agents are Online**

* If no agents are in **Online** status when the customer clicks the chat icon, a **“Agents is absent”** message is displayed.
* When chat service is unavailable, customers are prompted to leave a **1:1 inquiry** using the **Contact Us** button.

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### **2-2. Chat Handling**

<figure><img src="/files/RXqMQnXfPYuEazJemPnx" alt=""><figcaption></figcaption></figure>

* When a customer chat request is received, the **Chat Widget** on the Contiple screen blinks to indicate a new incoming chat.
* Click the **Chat Widget**, then check the **Active Chats** list on the right side of the screen to select a customer and start the chat.

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### **2-3. 개인정보 마스킹**

{% hint style="danger" %}
**Permissions and Requirements**

* In the **Contract Details** of the current service, enable the **Security Service** feature to use the masking function.
  {% endhint %}

<figure><img src="/files/9cT7HXgBsobmZ3Awtcxn" alt=""><figcaption><p>Masking</p></figcaption></figure>

<figure><img src="/files/CGs4WJu5qG9ruXz8uSJi" alt=""><figcaption><p>Unmasking</p></figcaption></figure>

* During a chat, **select** the text that contains sensitive or encrypted information, then click the **Personal Information Masking** icon.\
  The selected text will be replaced with asterisks (**\***).
* Click the masked area again to **unmask** the information.
* Masked data is **stored in the database in its masked form**, ensuring that sensitive information remains protected.

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## **➌ Create a Ticket**

<figure><img src="/files/n42BnSHP4jh4cKZBsUHl" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/FZY3bhqvEyj66pzrnVxt" alt=""><figcaption></figcaption></figure>

* When a ticket needs to be created during a chat session, click the **Create Ticket** button on the screen. (The created ticket will automatically include a **Chat** tag.)
* From the **Quick Menu** in the ticket detail view, you can review the **chat history** to see the conversation with the customer.