Improvements in transferring Conversations and Agent capacity

Ability to transfer messaging and omnichannel conversations

We are excited to share the news of our newly expanded omnichannel support for agents. Agents can now transfer WhatsApp, SMS, Chat, and omnichannel conversations to other agents. This allows agents to transfer conversations to the right Agent based on customer requirements. Previously, this capability was limited to call channels only.

Private chat capability

We are also introducing a new private chat feature that allows Agents to interact with each other during warm transfers. This new private chat allows an Agent who is transferring a conversation to quickly share critical customer insights with the new Agent who is taking the conversation. This ensures that Agents have the necessary information on hand to quickly move forward with the conversation with the customer.

Improved control of Agent capacity

Now, when the current customer conversation is in a wrap-up state, agents will be able to start handling new customer conversations. Agents will be able to multitask and make sure that more customers have access to timely customer service.

Release date

This feature was released on 20 Jun 2023.

Questions?

If you have ANY questions, contact your sales rep or customer success team directly. They're the qualified experts to get it sorted and have you up and running in no time.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo