Skip to main content

How to turn on private mode in a chat?

Converge facilitates managers/ Supervisors to see chat between the agents/ RMs and their respective customers using Private Mode option.

Follow below steps to do so:

Mobile App:
  1. Open URVA Connect app.
  2. Click on customer chat thread.
  3. Now click on lock icon on message bar.
  4. Now the chat will turn into private mode.
  5. Now you can tag your manager's/ colleague's name starting with @.
  6. Then you will get the list of users.
  7. Click on any name and then type the message.
  8. The message will be sent to manger. 
  9. Now Manager can view the entire chat between RM and Customer .

Web App:
  1. Open URL:
  2. Login screen will appear, enter Org Code.
  3. After that, enter your Username and Password, then click Submit.
  4. Now you will be able to see home screen of URVA Connect
  5. Go to Conversations to view chats with customer.
  6. Click on any customer thread. The chat window will appear.
  7. Click on Lock icon image.pngbeside the message bar. 
  8. Now start typing name starting with @. You will get the list users.
  9. Start typing name and then choose from the list. 
  10. Now start typing your message and then send.
  11. The message will be sent to tagged person with a lock icon.
  12. Now one can freely talk with the tagged person and the customer will not receive any of these messages.