---
title: "Monitoring And Barging Into Live Chats"
description: "Managers and team leaders can use the Monitoring and Barging In features to gain real-time visibility into active customer chats and intervene when necessary."
url: "https://help.staticso2.com/ai-front-office-workers/website-assistant/chatbots/monitoring-and-barging-into-live-chats"
---

Managers and team leaders can use the **Monitoring** and **Barging In** features to gain real-time visibility into active customer chats and intervene when necessary. This is designed to simulate **walking the floor** in a physical environment, allowing you to observe the conversations as they happen.

## Why use Monitoring and Intervention in Live Chats:

[Section titled “Why use Monitoring and Intervention in Live Chats:”](#why-use-monitoring-and-intervention-in-live-chats)

* **Real-Time Supervision:** Watch your team’s interactions with customers to identify successful patterns or areas for improvement.
* **Strategic Intervention:** If you notice a customer becoming frustrated or a new team member struggling with a complex query, you can take immediate action to resolve the situation.

***

### Live Chat Visibility

[Section titled “Live Chat Visibility”](#live-chat-visibility)

The live chats you can monitor depend on the [**Team**](https://help.staticso2.com/human-engagement/booking-calendars/booking-settings/booking-calendar-meeting-distribution-options/) assigned to that [**Live Chat Interaction**](https://help.staticso2.com/ai-front-office-workers/website-assistant/chatbots/offering-live-chat-with-your-chatbot/). You will only see active chats that were broadcast to a team you are a member of.

***

### How to Monitor and Barge into Chats

[Section titled “How to Monitor and Barge into Chats”](#how-to-monitor-and-barge-into-chats)

Follow these steps to navigate to Live Engagements and intervene in a conversation if necessary:

1. Click **Live Engagements** in the top navigation bar.
2. Select **Active Calls and Chats** from the left-hand menu.
3. Expand **OTHER MEMBER CHATS** in the left pane.
4. Select the chat you wish to monitor.
5. **(Optional):** Click **Barge in** at the top of the middle pane to take over the chat