Using Einstein Chat Insight is a method for managers to coach agents on chat-related cases. Einstein Chat Insight is a feature that uses artificial intelligence to analyze chat transcripts and provide insights into agent performance, customer satisfaction, and conversation topics. Einstein Chat Insight can help managers identify areas to improve and provide feedback and guidance to agents. Verified References: : https://help.salesforce.
com/s/articleView?id=sf.snapins_chat_insights_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.snapins_chat_insights_setup.htm&type=5