In the Chat, you have the option to forward a conversation to another agent, allowing them to continue the support. This process works similarly to an extension transfer in telephony, ensuring agility and organization in the support flow.
Forwarding the conversation
- Access the Chats screen and open the conversation you want to forward.
- Click the arrow icon (as shown in the image below).
- The forwarding screen will be displayed.
Selecting the destination agent
You can quickly find the desired agent by typing their name in the search bar.
Agents are displayed in an organized way, separated according to the department they belong to (e.g., Support, Sales, Finance).
This makes it easier to quickly find the most suitable agent to continue the support.
Sending a conversation summary
When forwarding, you also have the option to include an automatic summary of the conversation history, generated by Artificial Intelligence.
This summary helps the next agent quickly understand the context without reviewing the entire exchange of messages, making the service faster and more efficient.
With just a few clicks, you ensure the customer is directed to the right agent, maintaining continuity and quality in the service.