Helping other agents with whispers

Shane Wall

Last Update 4 months ago

Sometimes when answering a chat, a tricky question may come your way. With the Whisper function, agents can chat with each other without the visitor ever seeing the conversation. Whispers are super helpful for training new agents or just general troubleshooting.

To Whisper to another agent, select the chat as if you were going to answer it normally by selecting it from either the sidebar or the Messaging section.

Now, rather than joining the chat, select Whisper to start a private conversation with the agent who's already answered the incoming chat.

This will change the text box at the bottom to pink.

Now anything you type and send to the chat will only be visible by agents within the chat.

The other agent can also answer you by selecting the Whisper function, allowing you to communicate without the visitor seeing. All of the conversations in pink are invisible to the visitor (see below).

Once the chat is over and it's turned into a Message, the Whispers will still be there so you can see the full conversation that took place.

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