Comm100 Live Chat allows admins to monitor the ongoing chats of other agents in real-time. From the Agent Console, admins can either monitor an ongoing chat manually or set their preferences to monitor all ongoing chats automatically.
Monitor an Ongoing Chat Manually
On the Comm100 Agent Console, the Visitors tab shows all the visitors currently on your websites, where you can view visitors’ detailed information and track their activities. For visitors in a chat, you can click Monitor to view the ongoing conversation.
The chat being monitored appears in the ongoing chat list in the Live Chat tab. When monitoring a chat, you can view the chat messages between the visitor and the agent in real-time. You can also join or leave the chat anytime you want.
To learn more about how you can monitor your visitors, see this article.
Monitor All Ongoing Chats Automatically
Comm100 Agent Console allows you to monitor all the ongoing and new incoming chats in your site automatically.
After enabling the Auto Monitor option, all the new incoming and ongoing chats in your site appear automatically in the chat list on your Agent Console.
To enable this option, follow these steps:
- After logging in to the Agent Console, click your avatar in the top right corner, then choose Preferences to open the Preferences popup.
- Click the Live Chat tab, and select the Automatically monitor all ongoing and new incoming chats checkbox.
