Discuss a customer's issue with another agent
You can ask for help from another agent in your organization to discuss a specific customer issue while you are chatting with the customer.
Discussions are only visible to the agents who participate in the discussion. The customer does not see these messages.
- To start a discussion, click Discuss at the bottom of the chat panel.
Restriction: During remote access, Discussion is unavailable.
You are prompted to select an discussion partner.
- Select an agent and click Send request. The Discussion panel opens in a new swimlane on your workspace. At the same time, the discussion partner receives a new notification on their workspace.