My Supervised Chats

Monitor agent conversations in real-time, send private whisper messages to coach agents, and intervene when needed - all without the customer knowing you're watching.

The My Supervised Chats tab shows all conversations you are currently supervising. When you join a chat as a supervisor, you can observe the full conversation between the agent and customer, provide real-time guidance through whisper messages, and take over or transfer the chat if necessary.

Permission Required

This feature requires the Supervise permission. If you do not see the Supervised Chats tab, contact your administrator to request access.

Understanding the Interface

The supervised chats interface has three main areas: the contact list, the conversation view, and the user details panel.

Contact List

The left panel shows all chats you are currently supervising. Each contact card displays:

• The agent's avatar with a status indicator (green = online, red = busy, grey = offline)
• The customer's name
• The agent's name handling the chat
• A preview of the last message
• The time of the last message
• An unread message counter (orange badge) when new messages arrive

Conversation View

The center panel displays the full conversation history between the agent and customer. You can see all messages in real-time as they are exchanged, including:

• Customer messages (shown on the left)
• Agent messages (shown on the right)
• Whisper messages from other supervisors (highlighted differently)
• System messages and delivery status indicators

Managing Supervised Chats

Select and manage the conversations you are supervising.

Select a Chat to View

Click on any contact in the list to view their conversation.

Steps:

1. Click on a contact card in the left panel.
2. The conversation loads in the center panel.
3. The user details panel updates on the right (if enabled).

Result: The selected chat becomes active and you can view the full conversation history.

Sort Your Supervised Chats

Change the order of chats in your contact list.

Steps:

1. Click the More menu icon (three dots) at the top of the contact list.
2. Under Sort Chats By, select your preferred sort order:

• Newest First - Most recent activity at the top (default)
• Oldest First - Oldest activity at the top
• By User Name (A-Z) - Alphabetical by customer name
• By User Name (Z-A) - Reverse alphabetical by customer name
• By Agent Name (A-Z) - Alphabetical by agent name
• By Agent Name (Z-A) - Reverse alphabetical by agent name

Result: The contact list reorders according to your selection.

Search Supervised Chats

Find messages or users across all your supervised conversations.

Steps:

1. Click the Search icon (magnifying glass) at the top of the contact list.
2. Enter your search term in the search field.
3. Press Enter or click the search button.
4. Click on a result to jump to that message or conversation.

Result: Search results show matching messages across all supervised chats.

Search Within a Single Chat

Search for specific messages within the currently selected conversation.

Steps:

1. Select the chat you want to search in.
2. Click the More menu icon (three dots) in the chat header.
3. Select Search in this Chat.
4. Enter your search term and press Enter.

Result: Results from the current conversation are displayed, allowing you to jump to specific messages.

Communicating as a Supervisor

Send private guidance to agents without the customer seeing your messages.

Send a Whisper Message

Send a private message to the agent that the customer cannot see.

Steps:

1. Select the chat you want to whisper in.
2. Ensure the Whisper tab is selected at the bottom of the screen.
3. Type your message in the text field.
4. Press Enter or click the Send button.

Result: Your whisper message is sent to the agent and appears in the conversation view. The customer does not see whisper messages.

Taking Action on Chats

Transfer, finish, or stop supervising conversations.

Transfer a Chat

Move the conversation to a different agent.

Steps:

1. Select the chat you want to transfer.
2. Click the Transfer tab at the bottom of the screen.
3. Optionally, enter a private note for the receiving agent in the text field.
4. Click the Transfer icon (contacts icon) to open the agent selector.
5. Search for or select the agent to transfer to.
6. Confirm the transfer.

Result: The chat is transferred to the selected agent. Your private note is visible only to the agent, not the customer.

Finish a Chat

Close the conversation for the agent handling it.

Steps:

1. Select the chat you want to finish.
2. Click the More menu icon (three dots) in the chat header.
3. Select Finish Chat.
4. Confirm the action in the dialog.

Result: The chat is closed for the agent. The conversation is removed from your supervised chats list.

Stop Supervising a Chat

Remove yourself from supervising a conversation without affecting the agent or customer.

Steps:

1. Select the chat you want to stop supervising.
2. Click the More menu icon (three dots) in the chat header.
3. Select Stop Supervision.

Result: The chat is removed from your supervised chats list. The agent continues the conversation normally and is not notified.

View Text Transcript

Export or view a text version of the conversation.

Steps:

1. Select the chat you want to export.
2. Click the More menu icon (three dots) in the chat header.
3. Select View Text Transcript.

Result: A modal displays the full conversation transcript. You can copy to clipboard, export as a file, or send via email.

Viewing User Details

Access customer information while supervising their conversation.

View the User Details Panel

See customer profile information alongside the conversation.

Steps:

1. Select a chat to supervise.
2. The user details panel appears on the right side of the screen.
3. If the panel is hidden, click the Show Panel button in the chat header.

Result: The panel displays customer information including name, contact details, tags, notes, and conversation history.

Related Topics

• Open Chats
• Agent Status
• Agent Management
• Supervisor Guide