What is Chat Shadowing?
Chat shadowing allows authorized users (admins) to monitor an active chat between an agent and a visitor. Unlike joining a chat, shadowing is completely passive, supervisors can see the entire conversation the visitor will not noticed it and but the agent can. The one who shadow in the live conversation has the ability to chime in anytime.
This feature is commonly used by:
- Administrators to oversee team performance.
- Trainers who are onboarding new agents.
- Quality assurance teams to maintain service consistency.
Note: Only users with the appropriate permissions in Velaro can shadow chats.
How Chat Shadowing Works in Velaro
To shadow a chat in Velaro:
- Log in to the Admin Console.
- Go to the Live Conversations panel.
- Locate the conversation you want to monitor.
- Select Shadow to begin viewing the chat in progress.
Once shadowing is enabled, you’ll see the full conversation history, including:
- Agent messages
- Visitor messages
- System notices
The visitor will not be aware of your presence. However, the agent you are shadowing will see an indicator in the top-middle of their console, notifying them that they are being shadowed.
Anyone who shadows can join the conversation by clicking Join Chat or Exit Chat if they want to leave the conversation.
Tip: Chat shadowing in Velaro is designed to provide real-time visibility into active conversations without disrupting the agent–visitor interaction. The shadowing session records the full transcript, which supervisors can later review with agents to evaluate adherence to communication standards, verify compliance with organizational guidelines, and ensure overall consistency in customer interactions.
We’re always here to help. If you need any assistance or have feedback, we'd love to hear from you. Contact us at support@velaro.com.