Using Conference to Assist Customers
The Conference capability allows agents to invite other advisors, supervisors, and experts to join a chat session that is in progress. While its central purpose is to enable two or more people to collaboratively assist a customer, it is also a perfect alternative to transferring a chat. The customer experiences a smooth, continuous chat experience.
Users who can be invited to a conference are:
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Supervisors who are available for chat
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Users that you can transfer activities to, and pull activities from, are available for chat and have not reached their maximum allowed chat load
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Users who have access to queues to which you can transfer activities, and from which you can pull activities, are available for chat and have not reached their maximum allowed chat load
During a conference, users can communicate privately with everyone who is in the conference and with specific users.
Conference is not available during a video chat session, but a supervisor can monitor and join a video chat from the Chat Monitors view. For more information, see Monitoring Chats.
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