The agent can see your message in the chat log, but the message is invisible to the customer. Who can Monitor Chats? See Also.
Monitoring visitors on a website
To view a chat, click View in the Action monior of the chat you want to monitor. IP Address : If you want to monitor the chats originated from a specific IP address then choose the IP Address option and enter the specific IP you would like to monitor in the text box.
Visitor : If you want to monitor a chat conversation of a visitor from a specific ID irrespective of any agent he converses with, then choose the Visitor Address option and enter the address of the visitor in the text box. How to add a Chat Monitor? How to delete a Chat Monitor?
Click on the Save button to register changes. In the Choose a Type, select a type you would like to monitor.
If an agent has requested help, you see a red montor next to the name and a private message far right if the agent entered one. To add a chat monitor, do the following: In Settings, select the Automation section and click on the Chat Monitor tab. You can view the added chat monitors listed in the Chat Monitor section.
Now click on the Add button to set-up a new chat monitor. To send a private message to an agent as the agent is chatting with a customer, type your message in the message field and press Enter. The chat monitor opens in the Agent Status list.