Discuss a customer's issue with another agent
You can collaborate with another agent in your organization to help you resolve a specific customer issue while you are chatting with the customer.
Discussions are private and are only visible to the agents who participate in the discussion. The customer does not see these messages.
To start a discussion, click
Discuss at the bottom of the chat panel.
Restriction: During remote access, Discussion is unavailable.You are prompted to select a discussion partner.
Select an agent and click
Discussion panel opens in a new swimlane on your
workspace. At the same time, the discussion partner receives a new notification
on their workspace.
Transfer the chat during a discussion