Should you want to reconnect a visitor with a rep they previously spoke with or focus on a video call, transfer the chat to someone else. This will reassign the conversation to a different available rep.
How to Transfer a Chat
We recommend telling your colleague in advance and sharing with the visitor why you’re transferring the conversation. For example, you may reassign the chat to a sales rep they previously met with.
When you’re ready, go to the Visitor 360 and select an available rep from the Owner drop-down menu:
TIP! If the ideal rep to continue the conversation isn’t available, inform the visitor and offer that rep's calendar in your next message.
How to Transfer a Chat During a Qualified Call
If you’re engaged in multiple chats simultaneously and one of them transitions to a voice and video call, you may want to reassign the other chats. When you join a call and another rep is available, click the Transfer icon located in that conversation’s tab above the Visitor 360 or Live View:
When reassigning chats during a call, it’s important to use the single-click Transfer icon. If you instead navigate away from the call to use the Owner drop-down menu, your call will end immediately.
What Happens When a Chat is Transferred
The conversation window will close and return you to the Qualified home page. The transferred chat will immediately be sent to the other rep, and display a notification that a visitor is waiting. They can then view the full transcript in the messenger and chat with the visitor live.
At this time, it’s not possible to call a visitor if their chat was transferred by any rep.
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