Enable supervisor controls for live conversations
Supervisors can only act on conversations after an administrator grants them permission. The four supervisor action toggles in Copilot Service admin center are the starting point for a functional supervisor experience. Without them, supervisors can see their dashboards but can't intervene in live conversations.
Navigate to supervisor settings
- In Copilot Service admin center, select Insights under Operations in the site map.
- In the Ongoing conversation insights section, select Manage. The Omnichannel Configuration.Supervisor Settings page opens.
Enable supervisor action permissions
Each action has its own toggle. Set the toggles to Yes for every action your supervisors need to perform:
| Permission | What it enables |
|---|---|
| Supervisor Monitor | Supervisors can observe live conversations between representatives and customers, including viewing the conversation transcript and customer sentiment in real time. Supervisors can also join conversations and contribute messages to both the representative and the customer. |
| Supervisor Assign | Supervisors can manually assign open, unassigned conversations to a specific representative or queue. They can override the representative's current presence status and allocated capacity. |
| Supervisor Transfer | Supervisors can transfer active or waiting conversations from one representative to another. This is available for messaging channels such as Live Chat, SMS, and WhatsApp. |
| Force Close | Supervisors can forcibly end voice calls and conversations on voice and messaging channels, setting the conversation status to Closed. |
To disable any permission, set the corresponding toggle to No.
Note
If supervisors are unable to assign conversations after this setting is enabled, verify that the Omnichannel API access role isn't assigned to those users. That role can interfere with assignment actions.
Understand how permissions work in practice
Each toggle controls what supervisors see and can do in the Ongoing conversation report within the Omnichannel real-time analytics dashboard. Without Supervisor Monitor, a supervisor can't observe a live conversation at all. Without Supervisor Transfer, the transfer option doesn't appear on conversation records. The toggles act as role-based feature gates; enable only the actions your supervisors are authorized to perform under your organization's oversight policies.
Important
Supervisor oversight features—monitoring, recording, and storing communications—are subject to applicable employment laws in your jurisdiction. Before enabling these features, consult your legal and HR teams and ensure representatives are informed that their interactions may be monitored. These features are designed to help managers improve customer satisfaction and team performance, not to make employment decisions about individuals.