How to Use Peer to Peer Chat?
Updated
The Peer-to-Peer chat feature is an integrated communication tool that enables seamless internal messaging, eliminating the need for external chat applications. It allows care agents, supervisors, administrators, and quality managers to collaborate efficiently within the Sprinklr platform.
The following are the key features of Peer-to-Peer chat:
Group chats: Create group chats with fellow supervisors and peers for quick assistance.
Media attachments: Send media as attachments in the chat.
Share case context: Send case context to the supervisor.
Message notifications: Agents and supervisors will receive notifications whenever they receive a message.
Goverance: Added layer of governance to restrict agents from chatting among themselves.
A workspace admin chats with the workspace users and the admin of that workspace.
A global admin initiates a chat with everyone.
A workspace user initiates a chat with the workspace admin of that workspace.
A global user chats with the global admin and the workspace admin.
Permissions
A user must have Peer To Peer Chat permissions to use the capability.
The following table describes each permission and its funtionality:
Permission | Description |
View | To view the chat icon and the messages received. |
Create Chat | To intiate a chat. |
Reply | To send a reply to chat. |
Chat Monitoring | To monitor the conversation history of fellow agents. |
Manage | To manage governance of peer to peer chat. |
Initiating a Peer-to-Peer Chat
To initiate a peer-to-peer chat, follow these steps:
1. Click the Open Teams Chat (
) icon in the top-right corner of the screen. This opens the Chats screen, where all your conversations are listed.
2. Click the Create Conversation (+) icon in the top-right corner of the Chats screen.
3. In the To field, type the name of your team member. Then, enter your message in the message box and click the Send button. Your message is sent to your team member.
4. You can also add multiple team members to initiate a group chat.
5. You can also send attachments by clicking the Attachments icon.
Note: You cannot send a text message and an attachment simultaneously. The Attachments icon will only appear when the message box is empty.
You have now successfully initiated a peer-to-peer chat.
Chat Monitoring
Supervisors/Admins review the chats of other agents/supervisors for monitoring purposes. To enable this feature, please contact Sprinklr support at tickets@sprinklr.com and provide the role IDs of the supervisors who will perform monitoring, along with the respective agents' and partner ID.
Click the Monitor Conversation icon at the top of the chat window.
Select the desired Role to monitor the chat.
