Assist agents by joining their chat conversation

Assist agents in real-time by joining their chat conversation and collaborate on any record by connecting with the right people instantly to achieve faster resolution​.

Before you begin

Important:

The Manager Workspace navigation is only available after Workforce Optimization for ITSM is activated and you have been assigned the sn_wfo_cfg_ws.manager role or sn_wfo_cfg_itsm.manager in the Admin Console. If this navigation path is missing, ask your administrator to verify WFO ITSM activation and role assignment. For setup instructions, see Configuring groups in Workforce Optimization for ITSM.

Role required: sn_wfo_cfg_ws.manager or sn_wfo_cfg_itsm.manager

Note:

For more information about the roles, see Transitioning to the WFO-ITSM base system roles Community page.

About this task

View the work-in-progress chat interactions and​ see if any of the agents has set the Help Requested flag as Yes. Open the interaction record and view all messages exchanged between the end user and agent​, gain the context and choose to join the conversation by​ either sending internal messages or joining the conversation in public.​

Procedure

1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
2. Do one of the following:
   • Select the Help Requested indicator on the landing page.
   • Select the Channels icon, select a queue and then select the Active Interactions tab.
   • In Lists, select Conversation Monitoring.
3. Select the interaction record for which you want to join the conversation.
4. Choose Join Conversation to start interacting with the agent or Send Private Message to send an message that only goes to the agent.
   The chat conversation is established.