Helping other agents with Whispers

The instructions below are for desktops and laptops only.

When handling chats, agents may encounter questions that are difficult to answer. The Whisper feature allows agents to communicate privately with one another during a live chat, without the visitor seeing the conversation. 

What is a Whisper?

A Whisper is a private message exchanged between agents during a live chat. Unlike public replies, whispers are only visible to other agents involved in the conversation and are never seen by the visitor.


Whispers are most commonly used to offer real-time support, guide teammates, or collaborate during challenging chats. They can also be used to record internal notes or important details, such as tracking lead sources, logging handovers, or noting follow-up actions, directly within the context of the conversation.


This is helpful for training new agents, sharing quick suggestions, or troubleshooting in real time.

How to use Whispers

1. In a chat, click Whisper (next to Reply) to start a private conversation with the agent currently handling the chat.

2. The text box will turn orange, indicating that you're in Whisper mode.

Type and send your message.

Other agents in the chat will be able to see your whispered message.
Any agent in the chat can reply using the Whisper function. These replies will also appear in the orange box and remain hidden from the visitor.

What happens after the chat ends?

Once the chat session ends, the Whisper history remains visible to agents, providing a full record of internal communication during the chat.

Additional considerations

Whispers are internal messages that are never visible to visitors. They’re ideal for offering real-time support, mentoring teammates, collaborating behind the scenes, or escalating issues, without interrupting the customer experience.

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