topic Re: How can an agent working on chat get help from a colleague? in Contact Pro

How can an agent working on chat get help from a colleague?

Johnnie_Wilkenschildt — Thu, 09 Dec 2021 15:15:23 GMT

Communication Panel in Sinch Contact Pro makes it possible for agents to transfer chats to another agent or to a queue, if needed. An internal directory displays who is currently available so agents can make the best choice. While on an active chat, agents can also consult with a colleague via chat.

Learn more about Sinch Contact Pro.

Re: How can an agent working on chat get help from a colleague?

Edwin_Wortel — Mon, 14 Jul 2025 12:45:35 GMT

Does the internal directory load existing queues (or queue groups) or users (or user groups), or does the directory be filled manually?

Re: How can an agent working on chat get help from a colleague?

Johnnie_Wilkenschildt — Mon, 14 Jul 2025 19:20:39 GMT

The internal directory (available via the "Search queues and agents" field at the bottom left of Communication Panel) automatically loads queues that have "Directory Synchronization" turned on in Queue settings in System Configurator.