Monitoring Live Chats

Role required

Chat Agent Supervisor

Monitoring Chats

1. Select the chat by clicking on the name/email id of the end-user

Note: As a Supervisor, you can Monitor Live Chats in Incoming Chat or Active Chat. 

2. The session will load in the Chat Session section 

3. Scroll up to Review the conversation the end-user had with the bot and/or with the agent 

4. Scroll all the way down to monitor the session Live