Inviting agents to join chats and responding to invitations

As an agent you can invite other online agents belonging to the same support queue to join an active chat session to help resolve the end user's issues. As a supervisor, you can join a chat session from the monitoring dashboard to monitor the progress of an ongoing chat session without an agent's invitation. 

How chat invites work

The following image describes the how chat invites work between two agents:

Difference between Participant and Monitor modes

Agents and supervisors can join a chat session in the Participant or Monitor mode. The following table lists the actions that you can perform when you join as a participant or monitor:  

Before you begin

Make sure that the invitee has the ESChat_Agent permission. 

To invite an agent to a chat session

As an agent, you can invite online agents belonging to the same support queue to join a chat session in the Participant or Monitor mode.  

1. Log in to the agent console in your application. 
2. In an active chat session, select Chat Actions > Invite. 
3. In the Invite to chat window, search the agent whom you want to invite to the chat session. You can search the agent by the first name, last name, full name or email ID. 
4. From the Invite as list, select one of the following modes:
   1. Participant—If you want the invited agent to perform the permitted chat actions. 

   2. Monitor—If you want the invited agent to only monitor the chat session and not perform any chat actions.

      Important

      After joining a chat session, the invitee cannot switch between Participant and Monitor modes. The inviter can change the mode if the invite is pending or rejected.

      The following image shows the Invite option in the agent console:

      
      
      As an inviter, after you hover over the +number icon, you can view the invite details such as the invite type, invite status, and responses from the invitee as shown in the following image:
      
      
      
      After you send the invite, if browser notifications are enabled, the invitee receives a notification for the invited chat. In the agent console, the invitee sees a new tab: Invites. 

5. Click Invite.

To respond to an invitation to join a chat session

As an agent, you can accept or reject an invitation to join a chat session. 

1. Log in to the agent console in your application. 
2. From the Invites tab, click one of the following options:

• • (If the invitation is sent for the Participant mode) Participate—To accept the invite as a participant. 
  • (If the invitation is sent for the Monitor mode) Monitor—To accept the invite as an observer.
  • Reject—To reject the invite. 

  The following image shows how chat invites are presented and the options to respond to an invite:
  
  

• 

After you reject an invite, the inviter must resend the invitation if you want to join the chat session. 

Related topics

Interacting-with-chat-users

Joining-chats-managing-chat-assignments-and-accepting-chat-assistance-requests

Enabling-the-system-and-typing-notifications