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