Supervisor can opt to respond to Chat requests from visitors just as the operators. This could be helpful when all the operators are occupied and cannot respond to other new chats.
A Supervisor needs to check Take Incoming Chats option on the supervisor console to activate this process. This is as shown highlighted in the below screen-
Chat Requests
Whenever a chat is requested or chats InQueue get connected to the supervisor. The supervisor console will have a chat box with a tool bar encapsulating features such as Canned Responses, Push URL, Chat transcript, Dispose Chat. This is shown in the below screen-
Note: Transfer and Escalate chat options are not available for Supervisor console.