• 5.2

How to Flag a Chat Session

Included in service chats is the ability for you to flag an active chat session. Flagging a chat is a way to get help with tough questions or difficult situations. When you flag an active chat, supervisors monitoring your team will see your flag. Supervisors have the ability to monitor, coach, or barge-in on your chat session, which includes the ability to speak with your customer directly.

To flag an active chat session, click the flag button. Once flagged, your supervisors may choose to take any number of actions including, sending you a personal chat message, speaking with you directly (coaching), or participating in the conversation (barge-in).

An example of a flagged chat

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