Article: Timely Conversation Transfer Between Agents
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Yong Wai Ting
Business Problem:
- Business wants to reduce response times by enabling a conversation to be transferred from Agent A to Agent B if the conversation is not responded to by Agent A within a specific time frame.
Pain Point:
- Delays in responding to customer inquiries which cause frustration among customers and lead to poor customer experience.
JQ Lee
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This article is published! 🎉
Check it out in the Help Center: https://help.respond.io/automate-conversations/promptly-transfer-conversation
Yong Wai Ting
Stage:
AutomateObjective:
Route to HumanProposed Solution(s):
- Workflow is triggered when a conversation is opened by a Contact (Trigger = Conversation Opened and Source is equal to Contact).
- Then the Workflow Steps are conducted > Add an Assignment Step to assign to user.
- Then add a Wait Step after the Assignment Step to wait for a specific duration e.g. 15 minutes.
- Then add a Branch Step to check assignee response for: -- Time Since Last Outgoing Message is greater than (time) 15 minutes -- AND -- Time Since Last Incoming Message exists -- AND -- In the Contact Field category, the Conversation Status field is equal to Open.
- If the branch conditions are met > Add another Assignment Step to reassign to another user.
Note:
This solution is ONLY applicable to the first assignment in the opened conversation and not consecutive or middle of the conversation assignments.A visual representation of the Workflow Template is provided in the attached images.
