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The ability to transfer a call to another agent can be used for a variety of purposes:
Transfer call to an agent
If an agent does not know how to resolve or handle a call with a customer, the agent can transfer the call to another agent or team. The transfer feature adds an additional agent to the call who can speak with the agent and the customer.
Once the first agent on the call leaves, the added agent stays with the call and the assigned conversation to complete the resolution.
To transfer the call, press the button next to hang up.
Once the first agent on the call leaves, the added agent stays with the call and the assigned conversation to complete the resolution.
To transfer the call, press the button next to hang up.
A modal will appear with 2 options:
- Transfer to an Agent: the list shows all agents who have the voice channel active.
- Transfer to Team: the list shows the agent teams that have the voice channel active. The call is routed in order of agent availability until one of the agents answers the call.
When one of the options is selected, an internal call is placed to an agent. When the agent answers, they are added to the call as a participant. By default, the client is placed on hold so that the agents can be informed of the call content and transfer reason.
Both agents in the call have access to the call commands and actions, as well as to the conversation in the inbox (mute microphone, put on hold...). The commands of "your" call are those that appear on the inside of the component.
A maximum of 3 participants can be added to a call during transfer.
Both agents in the call have access to the call commands and actions, as well as to the conversation in the inbox (mute microphone, put on hold...). The commands of "your" call are those that appear on the inside of the component.
A maximum of 3 participants can be added to a call during transfer.
When the agent who initiated the call and transfer presses the transfer button, he/she leaves the call and the other 2 participants (the customer and the agent) remain on the call.
Call transfer use cases
The ability to transfer a call to another agent can be used for a variety of purposes:
- Transfer the call to an agent or team that specializes in the topic of the call
- Ask a manager for questions and procedures about a call or topic
- Ask a teammate for help in resolving the call
- Allow a new agent to listen to a live conversation for training purposes
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