Messaging Monitor gives supervisors a live view of every messaging conversation in the contact center, whether it is being handled by an AI agent, waiting in queue, or connected to an agent. Any conversation can be opened in a read-only viewer to follow along as messages arrive, and moved to a different agent or skill without waiting for normal routing.

---

Accessing Messaging Monitor

Messaging Monitor is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Realtime Displays > Messaging Monitor
2. All conversations in the selected view are listed on this page, grouped by skill

---

Views

The buttons in the top-right corner switch between three views. Each button shows the number of conversations currently in that view.

---

Filtering the List

The filter bar above the list narrows which conversations are shown. The number of conversations matching the current view and filters appears on the right side of the filter bar — for example, 0 messages in queue.

When no conversations match, the list shows No conversations to show.

---

Viewing a Conversation

Selecting the view icon on a row opens the conversation in a read-only viewer. New messages appear as they are sent, so a supervisor can follow the conversation live.

---

Transferring a Conversation

Selecting the transfer icon on a row opens a transfer dialog, where a different agent or skill is chosen as the destination.

When a conversation is transferred to an agent, it is offered to that agent and stays where it is until the agent accepts. If the agent declines the offer or does not answer in time, the conversation remains with its current agent, bot, or queue, and the list shows that the transfer was rejected.