Lend a Helping Hand with Enhancements to Omni Supervisor

Let agents raise flags during a chat, signaling to supervisors that they need help. Supervisors can also discretely provide suggestions during a Live Message session between an agent and a customer. Only agents can see the supervisor messages, not the customer.

Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.

How: Agents can click the flag button to raise the flag for a chat session. Supervisors see a new column in the Omni Supervisor that shows flagged chat sessions. You can even sort by the flagged column to bring these sessions to the top of the list so you can give assistance quickly.

Supervisors can monitor chats like before, but now they can also send private messages while monitoring a session. Only the agent sees these messages. One or more supervisors can advise the agent with how to help resolve the reason for raising a flag, while the customer continues to see only the messages that the agent types.