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Showing articles from Monitoring Chats tag

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 …

Chat Barge-in

Barge-in feature allows the admins and agents with monitor chat permission, to take over any ongoing chat handles by 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? *…

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 ena…

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