If a traveler needs your help, you will receive an email notification. Log into the chat center. Click on the red Agent Assist queue and you will see a list of travelers that need agent assistance. Hover over a traveler to see the blue “Assign to me” button appear. Click on the “Assign to me” button to assign the traveler to yourself. The traveler now disappears from the Agent Assist queue, the conversation turns active and you will be able to chat with them. Click on the text input field on the bottom of the conversation field and type a message. Click on the blue send icon, or press “Enter” to send your message to the traveler.
While you are chatting with the traveler, you can pull up their profile information, travel policy, bookings, and past conversations. Just click on the icons on the upper right of the conversation window. If you want to see the flights Claire has suggested to them, click on the egg icon next to the text input field on the bottom of the conversation window.