In the previous section, we saw how work items can be automatically routed to agents, and live chats are similar to work items. Live Agent lets customers chat in real-time with support agents.
Using Live Agent, supervisors can even inspect their agent's chat and assist them by whispering messages (these messages can only be seen by agents). Let's think of them as live suggestions.
Live Agent can be fully customized using point and click; however, the platform delivers a set of APIs that can be used by developers to empower the chat experience.
