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Chat Omni-Channel to work with supervisor whisper messages and assistance flag


Hi Trailblazers, below a summary of a much needed idea. Start upvoting I would say. 
Issue-Limitation: Chats routed with Omni-Channel can’t use supervisor whisper messages and assistance flags with Omni-Channel Supervisor.
  • USE CASE: agents are working on a chat pushed via omni channel are require support from their supervisor. 
  • CURRENT BEHAVIOUR IN LEX: Supervisor does not receive a notification when an agent requests help from his supervisor on an ongoing chat in Lightning. Basically when an agent clicks the raise a flag button from his chat window there is nothing showing up for the supervisor and the supervisor also can't perform whisper messages to support the agent with his chat. 
  • FEEDBACK SF SUPPORT: Salesforce support pointed into the direction of the limitation:
Expected Behaviour:
- supervisor should see the flag raised and be able to communicate (send whisper messages) with the agent as on the LiveAgent classic console:

This feature is currently not delivered for Lightning and is a limitation for chats being pushed via omni-channel. A much needed feature for Service console Lightning customers using chat, omni-channel and supervisor support.  

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