Give Supervisors a Sneak Peek into What Agents and Customers Are Typing in Chats

Help supervisors stay on top of messages sent between agents and customers. Supervisors can see what an agent is typing before sending a message with the agent sneak peek feature. Customer sneak peek lets a supervisor see what customers are typing before they hit send.

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

Who: Admins need the Customize Application permission to configure Omni-Channel Supervisor.

How: From Setup, enter Omni-Channel in the Quick Find box, then select Supervisor Settings. Choose which options you want, and click Save.