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How to Promptly Transfer Conversation Between Agents

PreviousHow to Route VIP ContactsNextHow to Guide Customers from Exploration to Purchase with Engaging Menus

Last updated 1 year ago

In this article, you’ll discover how to automatically transfer a customer conversation to a different agent if the initial agent does not respond within a defined time frame.

Prompt transfer of conversations when the initial agent is unable to respond within a specified time frame ensures that customer queries are addressed in a timely manner. This reduces response time and fosters a positive customer experience.

Workflow Setup

Learn how to configure your Workflow to automatically route an open conversation to another agent if the first agent does not respond to the customer after a certain period of time.

This setup is applicable only to the first assignment of an open conversation.

Set up:

  1. Set the Workflow to when a conversation is opened by a Contact:

    • Trigger: Conversation Opened

    • Category: Source

    • Operator: is equal to

    • Select: Contact

First condition

  • Category: Contact Field

  • Field: Conversation Status

  • Operator: is equal to

  • Select: Open

AND second condition

  • Category: Time Since Last Outgoing Message

  • Operator: does not exist

To ensure your customer is attended to in a timely manner, you may want to reassign the conversation only to agents who are currently online. For this, turn the Only assign to online users toggle on.

Once you have completed the setup, click Save and Publish to activate the Workflow.

Pro Tips

1. The examples of configurations provided for each step are intended solely as a guide for setting up the Workflow. You may opt to modify the configurations and/or add additional steps according to your needs.

2. Understanding the Assignment logic:

  • Assign to users round robin enables the system to distribute conversations with Contacts equally among agents.

  • Assign to user with least open contacts enables the system to distribute conversations with Contacts among agents, starting with agents who have the lowest number of open Contacts.

3. Continuous monitoring of the effectiveness of the Workflow is important to ensure the configurations remain relevant to your business needs.

Add an step to assign the conversation to a team or a specific agent based on your business needs. In this example, the Workflow is configured to assign to a specific agent.

Then, add a step. You can set the duration for the reassignment of the conversation to another agent if the initial agent does not respond within the specified duration. In this example, the duration is set to 15 minutes.

Add a step to define the conditions that must be met for the agent reassignment to occur. In this example, 2 conditions are configured:

If the conditions are met, add an step to reassign the conversation to another team or a specific agent based on your business needs. In this example, the Workflow is configured to assign to an agent in a specific team.

Optionally, you may add an step to write a note about the Contact for internal reference or action. In this example, a comment will be sent to the second agent to inform of the Contact reassignment.

Assign To
Wait
Branch
Assign To
Add Comment
trigger
First assignment step
Add comment step for reassignment
Wait step
Workflow trigger
Reassignment step if conditions are met
Conditions to check for first assignment