December 07 2018 Production Release
New feature: Monitoring chat feature for agents with non-admin role, Admin role enabled agents can monitor chats across all departments and profiles.We have now built a feature to allow even the non-admin role enabled agents to monitor chats that are handled by other agents in the company. This can be set on …
Chat Barge-in
The barge-in feature allows the admins and agents with monitor chat permission, to take over any ongoing chat from another agent. * This feature is available in Growth , Scale, and Scale Plus plans. * This feature is enabled by default for all the account admins. How to take over a chat? If you are an admi…
Monitor Chats
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…
