I have read in docs that during a chat between a requester and agent, an agent may want to privately ask a chat supervisor for assistance or a chat supervisor and an agent may want to converse without the requester knowing. For this Agent whisper needs to be enabled in chat setup which we have already done. When I type /help in the interaction record, it says "Your request for help has already been submitted". Can you please help me understand how a chat supervisor will be able to join this existing interaction?
1. Supervisor needs "awa_manager" role
2. I believe this is the OOB way for supervisor to see if someone has asked for help (however I would expect some alert rather than supervisor manually refreshing this list): Agent Workspace>>Lists>>Conversation Monitoring>>Active Chat Interactions>>Look at the "Help Requested" column
3. When you have "awa_manager" role and open an interaction with active chat, you see this in the chat area:
I can give a partial answer - If another agent (or supervisor) views the interaction record they can view the live conversation and can click "Send Private Message" to assist the agent.
The part that I also do not understand is how the supervisor is alerted to the request for help when the agent types '/help'.
The documentation seems to imply that there is something visible on the dashboard however I have not been able to locate it:
- Update - I was able to create a workspace notification on the Interaction table with the condition: Help Requested [changes to] True.
Clicking the alert opens the interaction, which provides the supervisor with options for joining the chat (public or private).
