How would an agent interact when they want another agent to assist during a conversation?

When an agent wants another agent to assist during a conversation, switching to an internal conversation is the most effective approach. This method allows agents to communicate privately without disrupting the flow of the ongoing customer interaction. Internal conversations provide a secure and direct channel for discussing specific issues or seeking support from colleagues in real time.

Utilizing internal conversations ensures that the customer is not privy to the discussion between the agents, maintaining professionalism and confidentiality. It also facilitates a quicker response time as agents can communicate directly within the platform they are using, streamlining the process of collaboration.

While sending an email or using the chat function can also involve other agents, these options may not be as immediate or secure as an internal conversation within the customer service application itself, potentially leading to delays or issues with information sensitivity. Additionally, inviting the agent through the application bar usually does not provide the context or direct interaction necessary during an active conversation with a customer. Thus, switching to an internal conversation is the most seamless and effective way for agents to collaborate during customer interactions.