On the service queues screen, you'll be able to follow agents' interactions and access conversations in real time.

When an agent is talking with a user, they may need to transfer that conversation to another agent, either because they need specialized assistance on a specific topic or because it needs to be routed to a specific area of the business or company. If a conversation hasn't been assigned to any agent, you'll need to assign it yourself. You'll see a screen like the following:

Once the conversation has been assigned, you'll have the option to transfer it to another agent. To do this, click "close conversation."

This way, you can cancel the current agent's assignment and transfer the conversation to another agent, always selecting the reason for the transfer.

Note: Remember that on the queues screen (Menu > Conversations > Queues), you can cancel an agent's assignment or select a conversation from that agent to view the conversation details. Clicking on the box under "conversation" will redirect you to the chats screen (Menu > Conversations > Chats), where you can view and manage conversations.

What does the agent transfer feature consist of?

Whenever a conversation is assigned to an agent and they want to transfer it, an additional field will appear to write an explanatory note with observations so that the next agent taking over the conversation can have more information about it. In this regard, the agent must select who they're transferring the conversation to and must specify the reason for the transfer. The reasons are conversation types that can be found in the Settings > Manual Chat section.

With this feature, you'll be able to optimize the quality of service to your users and view agent performance in the metrics.

Remember to visit our Help Center for further information.

Botmaker Team