In the last release we suddenly made chats from colleagues invisible for chat agents. We are very sorry we did that so suddenly without asking first.
The reason for this is that we have some clients which discuss financial details which they are not allowed to share with their co-workers. We didn't think it would have an impact on other clients. We proved to be wrong. Agents sometimes need to look back in the chat history of a co-worker to help a client.
We are going to make it configurable if chats by co-workers are visible to everybody.