chat transfer to another agent.
Please give us the option to transfer the chat to another agent
To All Our Valued Users,
Thank you for choosing tawk.to and for taking the time to share your ideas here.
At the moment, we don’t have a direct Chat transfer to another agent. Rest assured that this feature is currently planned and our engineers are working towards its completion. The software upgrade will be posted as soon as it is implemented.
If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar — https://calendly.com/siennarubio/30min. I’d be happy to help!
An agent, if stuck in a conversation wherein he/she can't help client, should be able to forward the chat to another agent. In other words, an agent should be able to invite another agent to an open chat.
Stavros Zacharias commented
In a multi-site /multi-department and multi-agent environment have a chat call from a certain site/department be directed only to a specific agent (who is more expert).
If that agent is busy or not responding within a certain time period then the chat call should be diverted to another agent or a number of agents of second priority (then third priority etc.)
Stavros Zacharias commented
An agent should be able to join a chat only with the approval of the chat's active (primary) agent (with the click of a button) who will still have the control of the chat as the primary agent and be able to disconnect the other agent or close the chat. (chat enrichment)
The primary agent should be able himself to request another agent (because of his expertise) to join the chat. (chat support)
The primary agent should be able to request another agent to undertake the chat and when the other agent accepts, then that agent becomes the primary agent of the chat. (chat transfer)
In each case the user should be given an appropriate notification.
Brett Kruger commented
Please add this ASAP. I thought this was a feature but it must have been on other software.
Kevin Quiroz commented
While there is an option to add an agent to the conversation I do not see it useful for privacy between departments.
Each company has its agent for each department (sales, support, etc.). In this case a client speak to one of sales but want to support, as do? If most customers want quick help?
Each agent each department has different skills so that in a certain department. It would be a matter of privacy and a little more professionalism. All chats have it .. (I think)
Even though this is free, it would be a good option to have it :)
What's the issue? Anyone can take over a chat....
It is very important to transfer a chat to other agent, I believe you should add it
Please make it happen!!!
This really needs to be a feature asap!
Timothy Dutton commented
You can "transfer" by asking another agent to join (via agent to agent chat). Although it would appear a little more professional to the customer to see Agent A transferred the chat to Agent B, rather than Agent B Joined, Agent A Left.
How on earth is this not already a feature? It's almost ridiculous.
Sergeant Major Kilson commented
YES I have to quit the chat and ask another agent to pick it up from the other department.
Nick G commented
This is vital - without this, there is no point in departments and we could not even use your service.
i want to know tht if agent 'a' is not response till 10 sec then i want to transfer agent 'b', IS IT possible?
It would be awesome if they add this feature.
also to another departement would be awesome :)
Jamie Hope Forsey commented
I like this idea. It would be good when transfering it said Transfering to <name> And then when transfered it says Transfered to <name>
Jacob Sanders commented
You can do that, however it would be productive and more professional to have an option to transfer someone, so it would say, "Jacob transferred the chat to <insert alias> John."