Owners & Managers now have access to easily take over chat access from an agent, transfer chats from one agent to another & monitor chat quality with the latest 'Agent Assignment' feature.
In this doc, we'll tell you how owners & managers can quickly transfer chats to agents or takeover chats from them.
If you don't know how to create agents in Serri App, check this doc first.
How to transfer Chats to Multiple Agents?
Go to Live Chat in Serri App
Open Intervened Chats Section
Click the Chat you wish to transfer to another agent
In the above image, you can see that currently the chat has been intervened by 'demoag3576'.
Here, you can stay incognito & monitor the chat taking place to evaluate the agent's performance.
Now, let's say you wish to transfer the chat to another agent.
Here's how you can do it.
Press the 'Take over' button
To transfer the chat, you first need to take over chat access from the agent.
Click 'Take Over' to transfer the chat access to your side.
Chat access transferred to you
After clicking the 'Take Over' button, your chatbox will open & the agent will lose access to the chat, as shown in the above image.
Click the 'Transfer to' Dropdown & choose Agent to transfer the chat
Now that you have complete access to the chat, press the 'Transfer to' menu to choose the agent whom you wish to take control of the chat.
Chat successfully transferred to another agent
As you can see in the above image, the chat has been transferred to another agent 'Kamlakshi_demo_account'.
From here, the agent 'Kamlakshi_demo_account' will be able to take over the chat & respond to the customer's query.
Also Read: How to assign chats to agents