Modifying the Appearance of a Private Message in Chat

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Can the appearance of a Private Message in a chat session be modified to make it stand out more so that the Agent does not mistake the private message as a comment by the customer/end user? (such as coloring the whole private message box in red fill)

 

To monitor a chat session

1	Click the Login Chat button to log in to Chat. Refer to Logging in to Chat.

2	From the Chat Supervisor Queue Snapshot report, right-click the chat you want to monitor. The chat session opens on the Engagements tab and you can view all correspondence between the agent and customer. At this point, the agent does not know the chat is being monitored.