Barging into an interaction

Last Updated : Oct 23, 2023 |

About this task

While observing or coaching an agent, you can barge in to assist with an interaction. When you barge in, you join the interaction as an active third party. You, the agent, and the customer can send three-way messages to each other.

As a supervisor, you can barge in to chat, messaging, and voice interactions.

Before you begin

Ensure that you are observing or coaching the interaction.

Procedure

  1. On the interaction card, click the Barge-In icon.

    The agent and customer receive a notification indicating that a supervisor is connected.

  2. To actively participate in the interaction, type messages on the Customer tab.

    Both the agent and customer receive these messages.

  3. Optional Use the Coaching tab to send private coaching messages to the agent.