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VICIhost enables you to send messages as a manager to your agents, and the agents can also respond to you. Managers are allowed to send messages to every logged-in agent, a few agents of their choice or just a single agent if that is what they want.
Agents are also allowed to send and receive messages to and from other logged-in agents (this can also be restricted). In addition, all the chat conversations are also searchable and logged.
With Whisper monitoring and Internal Chat, it is quite simple to stay in touch with your agents, even if they are currently taking a call.
Please contact us if you want more details on the Internal Chat feature.