Barging into an interaction

Last Updated : Oct 23, 2023 |
Prolog information
Metadata
Keywords:
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.
  1. On the interaction card, click the Barge-In icon.
    STEP RESULT:
    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.
    STEP RESULT:
    Both the agent and customer receive these messages.
  3. Use the Coaching tab to send private coaching messages to the agent.