We’ve added ways to help you oversee the way your agents interact with your customers. Improve their workflow and increase customer satisfaction with two new modes that will make your chats go as smoothly as possible.
Private mode allows your customer service rep to respond to the chat supervisor. With this two-way communication, you’ll come to a resolution faster, and that’ll improve your customer’s chat experience and cut down on the average time it takes to handle each case.
Chat takeover lets you take over the conversation, either from a bot or your customer service rep (the latter requires the user to be an admin). Intervene with one click to quickly get the situation under control and support your customers without moving their case from a chat to a ticket.
Please note that the private mode and chat takeover are only available for customers using our Business or Enterprise plans.