Conversation reviews that support better answers
Review completed support conversations, record scores and track monthly agent ratings with controlled feedback visibility.
Live support supervision and private agent coaching
Observe ongoing conversations and guide teammates without changing who owns the conversation.
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Observe without taking over
The monitoring area lets authorized teammates read ongoing conversations separately from their own inbox. Opening a conversation here does not join it, transfer it or give the observer permission to reply publicly. Replying requires the appropriate transfer and conversation permissions.
Coach in private
A teammate with private-guidance permission can send a note to the assigned agent while observing the conversation. The note is not a customer reply. Draft visibility helps authorized observers understand what is being prepared, but a draft is unfinished text and may change before it is sent.
Make access a deliberate choice
Owners control role and individual permissions for monitoring and related actions. Use this for onboarding, quality support and teamwork, and make employees aware of draft visibility. Monitoring access does not mean unrestricted access to every customer identifier or to private evaluation comments.
See the support workflow for yourself
Choose your own default panel language during signup. No credit card is required to start the trial.