Freshchat doesn't support agent-to-agent chat, but they can collaborate using Private notes and Slack integration:

  • Private notesShare context about the conversation with other agents. private notes are only visible internally but not to your customers. Learn more here.

  • Slack IntegrationIntegrate Slack with Freshchat and get a two-way app to chat with and support your customers. You can respond to customers and convert visitors directly from Slack, the app you already have open all day. You can even route conversations to a specific channel. Learn more here.

Collaborating over customer conversations improves the quality and efficiency of customer support and service. Some of the key benefits of collaboration include the following:

  • Sharing expertise and knowledge
  • Improving response times
  • Providing a consistent customer experience