You can have the chat window open a few different ways on your machine, either in a tab in the application, in a separate window with each chat in it's own tab or each chat in it's own window.

To set this option do the following.

1. In the agent desktop application click on Tools -> Options
2. Select the tab for 'Display'
3. Expand the section for 'Form layout'
4. Select the option from the drop down list for 'Chat windows'

• "Inline" - this means the chats will appear in a tab within the agent desktop application.
• "Tabbed" - this means the chat will open in a new window, all of your chats will be in this window and will each have it's own tab for you to select.
• "Separate" - this means that each chat will open in it's own separate window.

Click on "Apply" and then "OK" to save your changes.