Manager access to chats of the users and the customers

How the manager can view the chats of the users and the customers ?

Manager as a supervisor can view and monitor the chats between the RM and Customers.  RM can add his supervisor in his conversation between him and the Customer by simply putting the chat in private mode.

RM has to follow below steps and the manager will b able to view and reply to the RM in this chat thread.

Mobile App:

  1. Open URVA Connect app.
  2. Click on image.png icon and then click on View Team.
  3. Go to My Team. Now select the team mate whose chat you want to view.
  4. Then you can click on "Respond as" message highlighted at bottom of screen to view the chats.
  5. Alternatively, Manager will be able to view chats of RMs/ Agents in which they have added managers via private mode. (Click here to know more)
  6. Manager can view the entire chat between RM and Customer.
  7. Manager can reply to RM and guide him on how to communicate with customer.


Web App:

  1. From home page, go to Conversations under Customer Relationships to view chats with customer.
  2. Click on image.png icon and then click on View Team.
  3. Go to My Team. Now select the team mate whose chat you want to view.
  4. Then you can click on "Respond as" message highlighted at bottom of screen to view the chats.
  5. Alternatively, Manager will be able to view chats of RMs/ Agents in which they have added managers via private mode. (Click here to know more)
  6. Manager can view the entire chat between RM and Customer.
  7. Manager can reply to RM and guide him on how to communicate with customer.