As a supervisor, you have some extra features available to you. These include (1) viewing and accepting any conversation, (2) joining an existing conversation, and (3) sending a private message to an agent. These can help you efficiently support your agents and visitors. In this article, you will learn how to use these three features.
You can access these features through the Engagement Portal.
Tip: To learn how to access the Engagement Portal, read our article on that subject.
View and Accept Conversations
You can view and accept any conversation. To do so, go to the Agent Workspace using the left navigation pane. On the All Conversations tab you will see all open and closed conversations within the past 13 months.
Note: If you are still using our legacy Live Chat platform, please go to the Engage menu and then the Agent Workspace for Chat, instead of the Agent Workspace.
Select a conversation to view it. It’s that easy! When a new visitor interacts with the engagement window, you’ll also receive an incoming conversation notification. You can click the Accept button to handle this new conversation.
Note: You don’t need to directly accept a conversation here for it to be handled. It will still be routed to your agents in the agent widget, as normal.
Important: Conversations started through this interface will not include a full CRM Chat Activity record in Dynamics 365.
Join an Existing Conversation
You can join any existing conversation between an agent and a visitor. This will allow you to see the conversation as it happens and to participate if you want.
You can do this by going to the All Conversation tab.
The customer engagement page will open. This will provide you with some information about the visitor. You will also be able to see the ongoing conversation with an agent. If you want to join and participate, simply click the Join Conversation button.
Send a Private Message to an Agent
After you have joined a conversation, you can send a private message to the agent.
To do so, click on the 3 dots icon to open the drop-down menu, and then click on Private Message.
This then will allow you to type and send a private message.
Anything you send to the agent in a private message will not be visible to the visitor. Any of these messages similarly to the below message to you and any agents.