The Internal Message feature aims to provide and facilitate internal communication between the Administrator and the agent. With this functionality, the Administrator can start an internal conversation to send a message or instruction to the agent, who can view and respond to it.

This benefit allows the Administrator to assist the agent by guiding and instructing them in resolving each case. All of this contributes to improving the quality of support and, consequently, enhancing customer satisfaction.

Internal communication can be initiated from the Monitor Operation screen.

The Internal Message functionality can be used in various situations. Here are two example scenarios:

• The Administrator is monitoring the Waiting Queue and decides to check on how interactions with agents are progressing. If the Administrator notices that the agent has not fully answered the customer’s question, they can provide guidance by sending an internal message. The agent then acknowledges the instruction and sends an additional response to the customer, following the Administrator’s direction.
• The Administrator needs to review a conversation’s history to check what guidance was previously given to the agent. By accessing the Case History, the Administrator can view all internal messages exchanged between them and the agent and export the data as a PDF file for record-keeping.

⚠️ Attention:This feature is available starting from the Specialist plan.

To send an internal message, if you have an Administrator profile in Support Service, go to Monitor Operation, click on the desired case, and then click on the Send internal message to agent button. A text box will appear on the screen, allowing the Administrator to type and send the message to the agent. Once sent, the conversation will indicate that an internal message has been exchanged.

💡Tip:All internal messages exchanged between the Administrator and the agent are stored in the Case History.

If you are an agent and need to view, reply to, or send an internal message, go to Support Service > Case Inbox.

When the Administrator sends an internal message, the agent’s ongoing conversation will show an unread message notification. Clicking on it will display a Reply button, allowing the agent to respond to the Administrator.

If an agent wants to start an internal conversation with an Administrator or Supervisor, they should click on the Call Supervisor tag in the ongoing conversation and search for the name. After that, they can type the message and click Send, following the internal messaging process.

Done! Now you know how both the Administrator and the agent can send, view, and respond to internal messages.