Digital Panel

This is displayed automatically when you receive a web chat or social media message.

You can operate this panel by using your mouse or keyboard (see Accessibility Features).

Label 1

Panel help and control buttons

	Displays this Help page.
	Expands a single-width panel to double width, or a double-width panel to maximum width. Maximum width takes up all of the available workspace to the right.
	Collapses a double-width panel to single width, or a maximum width panel to double-width.
	Hides the panel. You can restore it by clicking its Digital button in the Interactions Panel.

Label 2

Sender

For a social media message, this is the sender's social media account username. For a web chat, this is the name entered by the guest.

Destination

For a social media message, this is the username of the destination social media account. For a web chat, this is the name of the web chat service as configured by your storm administrator.

Label 4

Previous session button

Displays any previous interactions with the sender.

Label 5

Messages

Displays the messages in the active session. The messages are colour-coded.

Grey	Received messages
Green	Sent messages. A symbol indicates an automated message (as configured by your system administrator).

Label 6

Message Editor

Use this field to type the message you want to send to the user(s) in the active session.

You can paste text into this field by pressing Ctrl + V on your keyboard.

Label 7

Message action buttons

Use one of these buttons to perform an action.

	Insert Template. Allows you to insert predefined text into the message. Alternatively, press the keyboard Ctrl + / keys. If you accidentally select the wrong template, you can use the keyboard Ctrl + Z keys to undo the insertion.
	Insert Attachment. Use this to include attachments in your message.
	Notes. Opens a 'New note' sub-panel at the bottom of the panel to allow you to add a note to the interaction. The note will be seen by users who view the interaction on the History Tab.
	Requeue. Use this to send the message to the queue it came in from.
	Transfer to queue. Use this to transfer all of the messages in this and previous sessions to another queue.
	Close. Closes the panel.
	Click this button to send the message you have typed in the Message Editor field (or use the keyboard Enter key).

Interaction Information Panel

Some incoming digital interactions may display information relating to the interaction such as the customer's details based on information gathered from a database.

This information appears in an information panel, which may be embedded in the Comms panel (as shown below) or displayed as a separate panel alongside the parent panel.