How to discuss a customer's issue with another Operator in the Agent Workspace
You can collaborate with another Operator in your organization to help you resolve a specific customer issue while you are chatting with the customer.
Discussions are private and are only visible to the Operators who participate in the discussion. The customer does not see these messages.
- You must have the permission enabled to use this feature.
- You cannot run Digital DX reports on discussions.
Transfer the chat during a discussion
If the discussion was initially assigned to a department, rather than directly to an Operator, then when the Operator transfers the chat, the following occurs:
- The chat inherits the discussion's department
- The chat is assigned to the discussion partner
What are best practices for discussing customer issues?
We recommend agents leverage the discussion feature. Agents can select a department as well as a specific agent to start a chat discussion. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department. This allows for discussions to take place in the same window as customer chats so that agents never miss anything. It is also possible for multiple agents to participate in a discussion.
Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.