Monitor Chat feature allows admins and permission-enabled agents to supervise the ongoing chats handled by other admins/agents.

 

Only admins can enable to permission for agents.
The feature is available across all plans.

How to enable monitor chat permission?

For admins, the chat monitoring feature is enabled by default.

 

To enable this permission for specific agents, Go to the particular agents' profile under the Agents section and click the 'Allow monitoring other chats' option.

To disable this permission for an agent, go to the agents' profile and click 'Revoke monitoring permissions'.

How does monitor chat work?

An admin/agent can see other ongoing chats under the 'Other active chats' section.

Click on any of the chats from the “Other active chats” section to start monitoring the chat conversation. Multiple chats can be monitored at a time. 

The monitored chat window and active chat windows can be differentiated by the color of the window and the chat reply area. Admin/agent cannot reply to the chat that is being monitored by them.

You can hide the monitored chats by closing the cross icon on the chat window. Or collapse the other active chats section by clicking on the arrow icon.

Actions like adding tags, requesting visitor info, creating lead/contact etc., during chat will also be displayed in the monitored chat window. 

If the monitored chat is transferred to the monitoring admin/agent?

The chat will become the admin/agent’s active chat and will not be listed under the “Other active chats” section.