# Chat Handling

***

{% hint style="danger" %}
For detailed chat feature settings, refer to the **Chat Guide** in *Service Management.*
{% endhint %}

## **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.

  

***

 

## **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.\
  \&#xNAN;*(Chat sessions are assigned only when the agent status is set to “Online.”)*

***

### **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.

***

### **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.

***

### **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.

***

## **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.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.contiple.com/eng/getting-started/chat.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.