How to transfer conversations between agents?
In this article, you will learn how to choose a reason (conversation type), which should be selected when transferring a conversation to another agent.
Estimated reading time: 03 minutes
From the queues screen, you will be able to monitor the assistance provided by the agents and access the conversations in real-time.
When the agent is in conversation with a user, they likely need to transfer that conversation to another agent, either because they require specialized support on a specific topic or because they need to be referred to a particular area of the business or company. In case a conversation has not been assigned to any agent, you will need to assign that conversation. You will see a screen like the following:
Once the conversation has been assigned, you will have the possibility to transfer it to another agent. To do this, click on "close conversation".
In this way, you will be able to unassign the current agent and transfer the conversation to another agent, always selecting the reason for which the transfer is being made.
Note: Remember that from the queues screen (Menu>Conversations>Queues), you will be able to unassign agents or select a conversation of that agent to see the details of the conversation. By clicking on the box under "conversation", you will be directed to the chats screen (Menu>;Conversations>;Chats), from where you will be able to view and manage conversations.
What is the agent transfer functionality about?
Whenever the conversation is assigned to an agent and you wish to transfer it, additional space will appear to write an explanatory note with observations so that the next agent who takes the conversation can have more information about it. In this sense, the agent must selectto whom they are transferring the conversation and must specify the reason for the referral. The reasons are conversation types that can be found in the Configuration>Live Chat section.
With this feature, you will be able to optimize the quality of service to your users and visualize agents´ performance in the metrics.
Remember to visit our Help Center for further information.
Written by: Botmaker Team
Updated: 10/22/2021