Is it possible to chat between Agents in the Agent Workspace?

[ikuetsunoda]

I would like to work with AmazonConnect and chat with other Agents in Agent Workspace when a call comes in.
I don't think connect chat is available in Agent Workspace, but does anyone know of any alternatives?

[Maik Skoddow]

Hi

basically this is not possible. But maybe "Agent Whisper" is an option for you: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/concept/agent-...

Maik

[ikuetsunoda]

Hi,

It was helpful.

However, the feature you referred to appears to be one that assumes that the customer will contact you via chat.
I would prefer to chat during a phone conversation, so it did not meet my requirements.

Thanks!

[eisharrempo Ahm]

Agents can answer chats directly from the workspace, but they cannot start a proactive chat with a visitor. All chats, including unanswered ones, become tickets in the Zendesk Agent Workspace.website design in dubai.Incoming chats appear on the top-right corner of the workspace (instead of a pop up tab). The top bar shows an Accept button.

[ikuetsunoda · Accepted solution]

I solved this myself.

I decided to use Tokyo's new feature "sidebar" .

Thank you very much.