Permissions required: Admins and supervisors will be able to utilize whisper mode to guide other operators.

How can whisper mode help?

1. Assist operators in real-time without interrupting the conversation
   
1. Admins and supervisors can provide instant guidance to operators without the need to put customers on hold or say, "Let me check and get back to you."
2. Whisper messages enable operators to receive real-time support and respond confidently, ensuring a smooth and efficient conversation flow while enhancing customer satisfaction.
   
2. Stealth training for new operators without impacting customer experience
   
1. New or less experienced operators can receive discreet, real-time coaching from admins and supervisors, without the visitor’s knowledge. This hands-on training allows them to learn on the job while maintaining professional and high-quality support.
   
2. With real-time guidance, operators can receive instant corrections and support, helping them build confidence and improve efficiency without affecting the customer experience.
   

Whisper mode hierarchy  

1. Admins
   
1. Admins have full access to observe the chats of other admins, supervisors and associates.
   
2. They can also observe any conversations they have added to the conversation monitor list.
   
2. Supervisors
   
1. Supervisors will have access to observe the chats of other supervisors and associates.
   
2. They can also observe any conversations they have added to the conversation monitor list.
   

Bonus Tip: An admin or supervisor can use whisper mode and assist multiple operators on multiple chats at the same time.

How to use whisper mode?

1. From the SalesIQ dashboard, navigate to the Chats section on the left panel.
   

1. Under Active chats, the chats that are currently ongoing will be listed on the left. Click on a chat to open it.
2. The Whisper mode button will be available at the bottom right of the chat. Click on it to join the chat in Whisper mode.
   

1. You will now be able to send messages to the operator handling the chat. Just type in the desired message and hit Send. These messages will be received by the operator handling the chat, but will not be visible to the visitor.
   

1. To exit whisper mode, click on the three dots at the top right and choose Exit whisper mode.
   

Note:

1. In case of chats that are added to conversation monitor (using operator name, IP address or email), the Whisper mode button will be available alongside the Join the chat button.
   
2. Join the chat button will allow you to hop in to the chat along with the operator, adding you as a participant within the conversation. In this case, your messages will be visible to both the operator and the visitor.