It's very common use case that, while any agent is handling the chat, some other agent would like to guide or share any info with him/her. It's designed very awesome way in tawk.to. Any other agent can enter in chat and send messages which only agents can see. So, if any agent is not able to handle chat, someone can whisper replies to guide. And I'm sure everyone face such situations. Users don't want to talk with multiple agents in single chat definitely.
Someone
over 1 year ago
Thank you for this great suggestion Saurabh. I believe we are already covering this use case. When using @username from the Xeno Conversations page, your message will be private and will specifically target the team member you are mentioning through the username. Is this answering your need? or do you have another use case in mind?
Someone
over 1 year ago
Exactly. I was not aware about that. As far as it's not visible to user, that's perfect. Thanks a lot for your reply on weekend :)