Enhanced Supervisor Chat Monitoring

Talkative has enhanced our chat monitoring capabilities so supervisors can better track ongoing interactions.

Available to all customers, this feature allows supervisors to view and manage all live chat, messaging, chatbot, and video interactions in real time. 

It means you can streamline quality assurance and intervene when necessary, ensuring service quality and customer satisfaction.

Effortlessly monitor ongoing conversations 

Talkative's Supervisor Chat Monitoring provides a live view of every interaction, allowing supervisors to oversee the quality and tone of customer conversations. 

You can also filter the monitoring dashboard by queue or agent, allowing supervisors to focus on specific interactions and provide targeted support.

For live chat and other text-based interactions, supervisors can see all messages in real-time. 

For video chats, you can oversee a real-time transcript of the call. Alternatively, you can choose to join the call (as a third party) or listen in anonymously.

This real-time visibility empowers supervisors to quickly identify any potential issues and ensure all customer inquiries are handled appropriately and promptly. 

Seamlessly transfer interactions across channels

This feature also provides the ability to transfer interactions between different queues/channels.

You’ll also have the option to send a message to the customer as part of the transfer process. 

Whether a customer starts a conversation via your chatbot and needs to move to live chat, or an issue requires escalation to a specialised agent, supervisors can smoothly facilitate these transitions.

This ensures that customers receive the support they need via their preferred channel, maintaining continuity and enhancing the customer service experience.

Getting started

Need help getting started with Supervisor Chat Monitoring? 

Check out our support article, or get in touch with your Talkative Account Manager.

And for more on our latest updates, check out our most recent release notes.

Are you a new customer that likes the look of this update? 

Book a demo today, and check out our interactive product tour.