Conference Multiple Agents into Chats
If an agent needs extra help solving a customer's problem, the agent can now invite additional agents to join the chat without disrupting the flow of the conversation. Instead of transferring the chat to another agent (who may or may not be able to solve the customer's problem), agents can work together in the same chat to assist the customer more efficiently.
Supervisors can also monitor chat conferences in the Supervisor Panel and send whisper messages, just as they can monitor normal chats.
For more information, see Chat Conferencing.