How do the Chat supervisor enter the active interaction when the Agent types /help

[Jemi David1]

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?

[Pooja Gupta4]

Hey @MarkD  - How does the supervisor enter the chat in monitoring mode? I created a report to monitor help requested but when I click on the interaction for which help is requested, it doesn't show me an option to enter the chat. 

[Stefan K_ · Accepted solution]

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:

[Pooja Gupta4]

Thank you @Stefan K. for the reply, this is helpful. Do you know where the role is defined? We would like the agent whisper monitoring capability to be opened for a different role than awa_manager.