Monitor and takeover a chat in the Rake messaging workspace

Workspace administrators, in the Rake messaging platform, have the option to monitor live chats and take over if needed. In this video, we show how 'Duke' can monitor and takeover a chat. This functionality is available for chats and messages coming from any platform including Facebook Messenger, Google, SMS, and your website chat box or widget. Our chat monitoring feature is helpful for training new employees and good for all employees when your company rolls out a new service or product. When a chat is monitored, it is privately monitored. This means the parties chatting are not aware the chat is monitored. It's important to note that this does not apply to internal team or individual messaging, this is only for a chat that comes from public arenas. Our takeover feature is not hidden. All parties are alerted when an agent assumes or takes over a chat from another agent. Chat takeover is especially useful when an agent sees incorrect messaging exchanged or when an agent sees that response times are too long or not in line with standards.