Velaro offers the option to allow an agent to shadow another agent’s chat without joining it.

Disable or enable the Shadow chat option in each agent’s profile. Access the profile by first clicking your photo in the upper right hand corner of the Velaro application. Select Account Setup, then go to Agents and click on the agent’s name. When the profile shows, look for the Shadow chat option under the Chats tab. There you can uncheck or check Allow agent to view/shadow chats. Click the Save button at bottom to apply the change.

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Note: this feature is turned off by default and can only be turned on for agents by an administrator of the account.