Chat supervisors can view ongoing chat conversations and join them to assist agents and requesters in Workspace Agent Chat.

Before you begin

Role required: awa_manager

Procedure

  1. Navigate to All > Lists > Interactions > Active Chat Interactions.
  2. Select an active chat interaction from the list.
  3. If Agent Whisper is installed, an agent can ask for help by typing /help in the Active Chat window. A message is sent only to the chat supervisor, the requester does not see this message.
  4. In the Active Chat panel, click Join.
    A notification lets the agent and requester know that you've entered the chat. Messages that you submit are visible to the agent and requester.
    Note: Your presence is not known until you join a chat.
  5. If Agent Whisper is installed, click Send Private Message to send a message to the agent. The requester does not see this message, only the agent sees the message.