Bold360 Help Center

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.

Note: You must have the Actions > Chats > Discussions permission enabled to use this feature.
  1. 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.
  2. Select an agent and click Send request. The Discussion panel opens in a new swimlane on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

When the invited agent accepts the invitation, the Discussion panel opens. Both you and the invited agent will see the original chat and the discussion side by side.

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.
After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of your discussion partner as an incoming chat message. The customer has a seamless chat experience and does not have to take any action during transfer.