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Supervise & Tip-off

"Support your agents without disrupting the customer flow."

Purpose

This feature allows Admins, Managers, and Team Leads to discreetly monitor agent performance during live conversations and offer real-time guidance—without the customer ever knowing.

It’s a powerful tool for coaching, quality checks, and escalations while keeping the chat experience seamless for end users.

Key Capabilities

  • Internal Tips to Agents: Send private tips or guidance to your agents during ongoing chats. These comments are visible only to agents, not to the customer. Perfect for live mentoring.
  • Live Chat Monitoring: Supervisors can monitor conversations in real time, especially useful for training new agents or evaluating live customer interactions.
  • Chat Transfer: Instantly transfer chats to another available agent if a conversation needs escalation or rerouting.

What You Can Monitor

Supervisors have access to three types of chat views:

  • 🟢 Active Chats: Ongoing chats where agents are already conversing with customers.
  • 🕓 Awaiting Chats: Chats that have landed in the agent's queue but are still unpicked.
  • ⚠️ Delayed Chats: Chats that have remained unanswered beyond the set delay time.This duration is configurable from the "Chat Notifier" setting in the Permissions panel.

Pro Tips

  • 👂 Use internal tips for on-the-job training—it’s the easiest way to coach without interrupting the flow.
  • 🔄 Quickly transfer delayed chats to available agents to avoid customer frustration.
  • 👨‍🏫 Great tool for new joiners’ ramp-up phase—shadow them and guide silently.