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What happens when a chat is transferred Salesforce?
If the transfer is accepted, your chat and any associated records automatically close (don’t worry, you’ll be prompted to save your changes if you haven’t already). If it’s rejected, you can try again with another recipient or transfer method.
How many live chats can an agent handle?
How can one agent handle so many chats at once? With proper tools and training, along with factors such as the customer typing, the agent should have plenty of time to handle up to 6 simultaneous chat. But be careful that the time between chats never exceeds 30 seconds.
How do you handle 3 chats at a time?
Here are five tips that will help your agents handle multiple chat requests without sacrificing quality.
- Communicate, communicate, communicate. Good communication is vital and customers hate waiting.
- Keep things personal.
- Understand your limits.
- Set yourself up for success.
- Know your priorities.
How do you handle multiple chats at the same time?
How to Manage Multiple Chats
- Reduce Customer Wait Time with Canned Messages. Using canned responses can be one of the few ways to help your operators reduce customer wait time and help them keep the visitors engaged during the conversation.
- Tackle Commonly Asked Questions with Knowledge Base.
How to attach a file to a live agent?
As of now Salesforce allows supports only transfer of Files from Visitors to the Agents. Please take a look at link:: https://help.salesforce.com/articleView?id=live_agent_transfer_files.htm&language=en_US&type=0 The option you clicked initiated the transfer of file.
How to attach record and send to customer?
During chat with customer I want to attach record or files from my desktop and send to customer. Right now there is option to attach a record and send to customer . When I select a record and click on send button..following things happen.
How does Salesforce transfer files from visitor to agent?
So the functionality that you tried out is the functionality to transfer files FROM visitor TO agent. Salesforce does this file request initiation from Agents (rather than providing visitors direct option) to ensure that files reach salesforce only with consent of the Agent and avoid unwanted files,spamming by customers.