Featurecast Story 5 - Chat transfer

Featurecast Story 5 - Chat transfer

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 5 - Chat transfer

Chat transfers made simple



The IM module in Zoho Desk provides agents with tools to help one another when chatting with customers. If an agent needs help from a more experienced member of the team, they can transfer the chat without needing to put customers on hold.


Transfer chat: Redirect the conversation to another agent with relevant expertise or to the appropriate department.

How do you transfer an ongoing chat to another agent?  

It's easy to transfer an ongoing chat to another agent. You can tap the drop-down arrow next to your name on the chat window and select the agent you want to receive the transfer. It's that simple.



How does the transfer work?

The new transfer action can also be triggered at any point during the conversation. For example, it can also be set up as a fallback interaction when a bot doesn't recognize the customer's question or request. Similarly, once the agents have answered the crucial questions, the agent can also transfer them to a feedback bot to collect some customer feedback information.


To ensure you have control over when your agents take over ongoing chats, transfers are no longer initiated automatically through the chat integration.

Benefits of chat transfer

Transferring each chat to the agent best equipped to help the customer helps you respond quickly to requests and keep your users informed about your products or services. Ultimately, it also enables you to build better relationships with your customers. Zoho Desk's instant messaging features can also help you improve internal communication with your team and business partners.

 

I hope you found this article helpful and try the chat transfer feature to boost your team's productivity.

 

There's more to come. Please watch this space for more Instant Messaging feature stories.

 

Until next time,


Kavya Rao

The Zoho Desk team




      • Sticky Posts

      • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

        After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

      • Register for Zoho Desk Beta Community

        With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

      • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

        Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

      • Share your Zoho Desk story with us!

        Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

      • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

        Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting