Private Chat/ Public Chat

[Royal1]

What is Private Chat/ Public Chat in the agent work space , where can we see the private chat messages from the end user screen 

[Anurag Tripathi]

Hi,

Private chat is like work notes, only visible to agents. This is useful to make internal notes or if Agent has requested help they can talk to other agents or supervisor privately, also if the agent is transferring chat to another agent they can use it to pass notes.

Public chats are visible to the end user as well. 

Transcript field on Interaction will only show public chat , internal transcript field on interaction shows public as well as private chats.

[Musab Rasheed]

Hello,

Just to tell you in simple terms.

Public chat - Between you and end user and in between your manager can join chat and help you both, this chat is available in transcript field.

Private chat - This is something called 'Agent whisper', please google it, it's a chat between you and your manager and background of chat will be yellow. Chat won't be visible to end user and this is being recorded in internal transcript field.

https://www.google.com/search?q=agent+whisper+servicenow&rlz=1C1GCEB_enIN955IN955&oq=agent+wh&gs_lcr...