How can agents get support from supervisors during a chat?

The correct answer highlights how supervisors can directly assist agents in real-time during a chat by accessing the conversation. This capability allows supervisors to provide immediate support, guidance, and resources to agents as they handle customer inquiries. By sending private messages, supervisors can offer suggestions, clarify information, or provide instructions without the customer being aware, which helps maintain professionalism and the flow of the chat.

This collaborative approach empowers agents and enhances the overall customer service experience, as supervisors can intervene for more complex issues or provide encouragement when needed. The ability to communicate directly through private messages ensures that agents can receive help at critical moments, leading to improved resolution rates and customer satisfaction.