Overseeing chat

What you see

• Everybody's conversations, in place of My Chats and Colleagues' Chats: every conversation on the shops you oversee, whoever is holding it.
• Several shops at once. Light them in the rail and read them as one list.
• The agents down the side, with whether they are there, whether they are on a phone call, and how many conversations each is holding. Picking one shows what they hold, across every shop.

The Unclaimed folder is where to look for customers nobody has taken in time; it is shared with the agents. See What the labels in the chat inbox mean.

What you can do

• Step into any conversation on the shops you oversee - take it over, write in it or close it - even one that was never routed to you.
• Override Ignore, Spam and Create Ticket, which otherwise belong to whoever holds the conversation.

Deciding how the shop's chat behaves

The shop's Settings → Chat holds the switches that change what agents see every day:

• Answer offline messages by email - whether a message left in the widget outside working hours becomes an email conversation. When it is on, agents find these website visitors in the email list. See Live chat on the website.
• Unclaimed after times per channel - how long a conversation can wait before it counts as unclaimed.
• Whether the website chat and the WhatsApp channel are switched on at all.

When you change one of these, tell the agents: to them a change of behaviour looks like a fault.

Two things that shape chat are kept elsewhere: the shop's mailbox (Settings → Customer mailbox) and working hours and public holidays (Human Resources).