Monitor chat conversations

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Chat supervisors can view ongoing chat conversations and join them to assist agents and requesters in Workspace Agent Chat.

    Before you begin

    Role required: awa_manager

    Procedure

    1. Navigate to All > Lists > Interactions > Active Chat Interactions.
    2. Select an active chat interaction from the list.
    3. If Agent Whisper is installed, an agent can ask for help by typing /help in the Active Chat window.
      A message is sent only to the chat supervisor, the requester does not see this message.
    4. In the Active Chat panel, click Join.
      A notification lets the agent and requester know that you've entered the chat. Messages that you submit are visible to the agent and requester.
      Note:
      Your presence is not known until you join a chat.
    5. If Agent Whisper is installed, click Send Private Message to send a message to the agent.
      The requester does not see this message, only the agent sees the message.