You don't have the answer to a question or you are not available to answer? You can transfer a visitor to another respondent or to a group of respondents.
As an expert, you may be confronted with questions from visitors for which you do not have the answer, or you lack the availability to help the visitor. In this case, we invite you to use the conversation transfer option.
1/ Where can I find the transfer option?
To the left of the input field of your dialog window, you will find a pictogram allowing you to deploy a tool pane.
2/ To whom should the conversation be transferred?
Once you have clicked on "Transfer this visitor" you have two options:
1. Transfer to a respondent in the same distribution group as you (e.g. Valentine Serre below)
2. Transfer to another group of respondents associated with a distribution rule (e.g. the group below called "Smartphones")
You save time in your selection by using the filter engine by typing the first letters of the first name or surname of the person of your choice or the skill you are looking for.
You can also transfer the conversation to a respondent, even if he or she is not available, as Leo Leloup did above. The conversation will then be processed as soon as he connects or is available again.
Of course, if you choose to transfer to an available respondent, the conversation will be answered immediately.
3/ How to confirm the transfer?
To provide a smooth and optimal experience for the visitor you are transferring, we recommend that you inform them before the transfer that you are handing over to someone else. No automatic message informs the visitor that the conversation has been transferred and that the respondent has changed.
Similarly, before validating the transfer of the conversation, we invite you to notify the recipient to whom you are referring the visitor by entering the reason for the transfer under "Comment".
Once you have filled in the reason for the transfer, you can click on the "Transfer" or "Transfer anyway" button if the recipient concerned is unavailable.
4/ How are the conversations transferred in the statistics recorded?
When respondent A receives a chat and transfers it to respondent B without having answered it, respondent A's contact will be counted as an unanswered contact.
The satisfaction score applies to all respondents for each contact.
The commission related to a transferred chat is allocated to its last contact, whether you are paid as a percentage of sales or per contact.