How to join a chat during an internal discussion in the Agent Workspace

During a discussion, the original Operator may want the discussion partner to join the chat and help answer the customer's query.

To join a chat, click Join at the bottom of the Discussion panel in your Workspace or at the bottom of the Customer History panel in Monitor View.

Once you are a participant, you can start chatting directly with the customer. The customer is notified in the chat window about your arrival.

When you are done, you can leave the chat by clicking Leave Chat.

Figure 1. Operator view of the discussion

Figure 2. Customer view of the discussion