Chat Client (CSR View*).
The chat system uses a true real-time chat server unlike many e.service chat systems available. It offers collaborative web browsing, message macros for the csr, the ability to have multiple CSRs in a chat session (especially good for case transfers), and page pushing.

* The Customer chat is virtually identical, except the customer does not have the Message Macros, nor the ability to force pages to the CSR or invite other CSRs to chat.

Chat Log in Case Detail
When a chat is in session, a log is generated in the database. The complete log from any chat session is saved to the case under which it was created as a new event. Both CSRs and the customer have the ability to reference the full log from within the case detail at any time.