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.

  1. 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.

  2. 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.

When the invited agent accepts the invitation, you can start the discussion on the Discussion panel.

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.
After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of you discussion partner as an incoming chat message. The customer has seamless chat experience and does not have to take any action during transfer.