Assign a live chat to a specific agent as shown below:
Select the department and/or agent where you want to transfer this chat. You can select a specific department (if set up), a specific agent within a department, or any specific agent (regardless of department).
Only agents that are currently online and available are listed in the drop-down. The pop-up automatically refreshes when it is first opened. Use the 'refresh' button (shown below) to refresh the list of available departments and agents manually.
You cannot transfer a live chat to a department where no agents are available to receive the chat.
You can select a closed chat to review and reach out to your customers by sending a message via WhatsApp or SMS (depending on the channel the end-user originally engaged on).
If outside of the 24hour contact window, pre-approved WhatsApp templates are required for business-initiated customer engagement via the WhatsApp channel. Ensure you have WhatsApp templates set up in your user portal before trying to make contact with a customer on a closed ticket.
Tickets are grouped into one of the categories below. You can view any ticket and message the customer similar to how you would with Closed chats.
All - lists all tickets
Unassigned - lists all tickets that have not been assigned to any agent yet
Expired - lists all tickets that have expired based on your Chat Desk settings
Assigned - lists all tickets that have been assigned to agents already
You can assign individual tickets to a specific agent or select multiple tickets to route to the scheduler from where they will be assigned to an agent according to your Chat Desk Preference settings.