Transferring Chats
Easily transfer chats in WapCRM to the right agent. Ensure seamless support on WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, and VOIP without disrupting customer communication.
WapCRM allows businesses to seamlessly transfer chats between users, ensuring that customer inquiries are always handled by the right agent. This feature improves team collaboration, enhances response efficiency, and minimizes service interruptions.
When Should You Transfer Chats?
✅ When a conversation requires expert input from another team member. ✅ If a customer inquiry is better suited for a specific department (e.g., Sales to Support). ✅ During agent breaks or if an agent is unavailable. ✅ To escalate a conversation to a supervisor for critical issues. ✅ When a customer requests to speak to a specific person.
💡 Example: If a customer is asking about technical issues, an agent can transfer the chat to the technical support team for faster resolution.
How to Transfer Chats in WapCRM:
📌 Step 1: In the Conversation View, select the chat you want to transfer. 📌 Step 2: Click on chat menu at the top and select "Transfer Chat". 📌 Step 3: Choose the user or department to transfer the chat to. 📌 Step 4: Add an optional note to provide context to the new agent. 📌 Step 5: Confirm the transfer to complete the process.
🔹 Pro Tip: Provide detailed notes during the transfer to help the receiving agent quickly understand the customer's issue.
Best Practices for Transferring Chats:
✅ Communicate Clearly: Let the customer know that their chat is being transferred and why. ✅ Provide Context: Use the note feature to share important details about the conversation. ✅ Avoid Multiple Transfers: Minimize the number of times a chat is transferred to maintain a smooth customer experience. ✅ Monitor Transferred Chats: Supervisors can track transferred chats to ensure they are handled promptly. ✅ Review Transfer Logs: Use reporting tools to analyze the frequency and effectiveness of chat transfers.
💡 Tip: Establish clear guidelines on when to transfer chats to avoid unnecessary transfers that could confuse customers.
What Happens After a Chat is Transferred?
The receiving agent gets a notification about the new conversation.
The chat history is fully visible, including any notes left by the previous agent.
Supervisors can see transfer history in conversation logs, providing transparency and accountability.
The customer remains in the same chat session, maintaining continuity.
Why Use Chat Transfer in WapCRM?
🚀 Enhances team collaboration by allowing agents to delegate conversations effectively. 🚀 Improves response quality by ensuring inquiries are managed by the right expertise. 🚀 Increases customer satisfaction by reducing wait times and avoiding repeated questions. 🚀 Supports business efficiency, especially in multi-department environments.
Get Started Today! 📌 Identify Chats for Transfer → Provide Clear Context → Maintain High Service Standards!
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