Chat with the Remote Customer During a Session in the Android Representative Console
Throughout the support session, you can chat with your remote customer. You do not need to have screen sharing permissions before beginning a chat session.
If one or more representatives are sharing the session, you can choose to chat with all participants or to chat privately with only the other representatives. When an additional user joins a shared session, they are able to see the entire chat history. From the menu, select chat members.
The chat window not only records the messages and the time they were sent but also serves as a running log of everything that happens throughout the session, including permissions granted.