Chatting with Agents

Before You Begin

• Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin
  
  
• Ensure you have enabled the Supervisor to Agent checkbox on the Portal tab of the Client window.
  
  

You can chat with one or more agents who are logged in to the Agent Desktop.

To chat with one or more agents:

1. Access the voice monitor dashboard at the enterprise or call center level.

2. In the tabular view of the Agents widget, in the rows displaying the names of the agents with whom you want to chat, select the checkboxes.
   

   

   • If you want to chat with all the agents, select the checkbox in the column heading.
   • You can chat with a maximum of 10 agents at a time.

   
   

3. Click the Chat icon .
   The Chat window appears displaying the names of the selected agents in the Agents section.
   

4. In the Agents section, select the agent with whom you want to chat, enter your message in the text box, and then press Enter.
   
   Your message is sent to the agent on the Agent Desktop.
   
   

   

   • When one of the selected agents replies to your message, only you can see the reply. The other selected agents cannot see another agent's reply to your message.
   • If the agents reply to your messages after you have closed the Chat window, the number of missed messages appears next to the Chat icon () on the Agents widget.