The Escalate Chat button allows agents to invite other agents of a different department to assist the user better.
How is this useful?
If agents are faced with a query from a different department, instead of forwarding the ticket manually and increasing the handling time, the agent can directly escalate the chat through the same window, so that users are put directly in touch with the correct department quickly.
Steps to escalate chat to another department:
- Click the “Escalate Chat” button in the open live chat window.
- A pop-up menu will appear. Select the department to escalate to and click confirm.
The departments can be configured in the Access Control section.
Only a department different from the agent’s current department can be selected.
The agents in the department that the chat is being transferred to will also need to be online before any chat escalation can occur.