Opening the Chatbox

Open the chat box by clicking the collaborate icon located on the top right of the screen. Here you see all your conversations and also view anyone by clicking on the message. The user sees the count of unread messages in the bracket.

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Sending a Message

Click the "+" icon on the top right of the chat box. Type the name of your team member on the top and type your message at the bottom .

Key Features of Peer-to-Peer Chat

1. Create Group Chats with fellow Supervisors and peers for quick assistance.

2. Send Media via chat.

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3. Send Case Context to the Supervisor.

4. Agents and supervisors will receive notifications whenever they receive a message.

5. Added layer of governance to restrict agents to chat among themselves.

• A workspace admin chats with the workspace users and the admin of that workspace.

• A global admin initiates a chat with everyone.

• A workspace user initiates a chat with the workspace admin of that workspace.

• A global user chats with the global admin and the workspace admin.

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Chat Monitoring

Supervisors/Admins review the chats of other agents/supervisors for monitoring purposes. To enable this feature, please contact Sprinklr support at tickets@sprinklr.com and provide the role IDs of the supervisors who will perform monitoring, along with the respective agents' and partner ID.

Click the Monitor Conversation icon at the top of the chat window.

Select the desired Role to monitor the chat.

Permissions

A user must have Peer To Peer Chat permissions to use the capability.

View: To view the chat icon and the messages received.

Create Chat: To intiate a chat.

Reply: To send a reply to chat.

Chat Monitoring: To monitor the conversation history of fellow agents.

Manage: To manage governance of peer to peer chat.