Peer-to-Peer chat can be used to effectively collaborate with team members and allows users to share case details or raise queries. Following are some of the prominent use cases.

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1. Seek support from Supervisors on cases when needed by directly messaging them.

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2. Supervisors can follow-up on tasks, activities, trainings and courses.

3. Team members can use the feature to share best practices and tips with each other, improving everyone's performance and skills

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4. New agents can use the chat feature to ask questions and get support from experienced team members during the onboarding process.

5. Helps create group chats to help agents seek advice on a case from multiple supervisors / agents at once

6. Allows agents to send media to their peers to give better contextual clarity about the relevant case.​

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7. Teams can use the chat feature during escalation or crisis to communicate with each other and coordinate their response to ensure swift and effective action.

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This functionality can be used for a wide range of scenarios whenever there is a need for communication between agents, supervisors or admins.