The chat takeover option allows a supervisor to take control of a difficult chat session – without having to wait for the agent to make a transfer request.
So, the chat session is escalated promptly and proactively. The agent gets direct support with complex chats, the supervisor gets to intervene at speed, and the customer experiences no disruption.
• Supervisors and other team members with the necessary permissions can monitor all chat sessions
• They can select an individual chat for closer monitoring – for example, if they see a poor chat mood indicator
• If the conversation requires escalation, the supervisor can opt to make a direct chat takeover
• This will work as an instant chat transfer from the agent to the supervisor, with all previous messages remaining in the chat window
• The customer will see the agent name change, but otherwise their chat session remains uninterrupted