Assist agents by joining their chat conversation

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • 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

    Role required: sn_wfo_cfg_ws.manager

    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:
      • Click the Help Requested indicator on the landing page.
      • Click the Channels icon, select a queue and then click the Active Interactions tab.
      • In Lists, click Conversation Monitoring.
    3. Click 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.