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BMC Virtual Chat 9.1 ... Using Using the Support Agent Console Chatting with users

Joining and monitoring sessions as a supervisor

An agent can join a chat session by invitation only. If the invited agent leaves a chat session, that agent cannot rejoin unless the agent receives another invitation.
There are two modes to join a chat session:

  1. Participate mode
    When an agent is invited to join a chat session in participate mode, other participants in the chat session are notified that you have joined. The invitee agent can leave the session, transfer files, and send URLs to the user, but cannot perform the following actions in participate mode: 

    Pause, Release, Transfer, Abandon, Close, Invite, launch other applications.

    The Pause and Release commands are unavailable in version 9.1.01. An agent cannot transfer, Abandon, Close, Invite, and launch other applications in participate mode.

  2. Monitor mode
    When an agent is invited to join a chat session in monitor mode, other participants in the chat session are not notified that you have joined. The invitee agent can only leave the session and not perform any other actions in this mode as the agent is watching the chat session in "stealth" mode. 


To join and monitor chat sessions

  1. In the Support Agent Console, click Join.
  2. In the Join Chat Session window, select Chat Sessions > Open.
  3. Select the chat session that you want to join.
  4. Select one of the available options. You can only see the option selected by the invitee. The invited agent cannot change this option. 
    1. Participate—Join the session as an active participant. 
    2. Monitor—Join the session in monitor only mode. 

Options visible after joining a chat session

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Last modified by Aaditi Lakade on Jun 23, 2016
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