How to Transfer a Customer Chat to Another Staff Member

Transferring customer chats to another staff member can greatly improve the efficiency and effectiveness of your customer support. Here’s a detailed guide on how to utilize this feature in the "Live Chat, Contact Form & Ticket System" module in PrestaShop.

What is the transfer chat feature?

The transfer chat feature allows a staff member to transfer an ongoing chat session to another staff member or department. This is particularly useful in the following scenarios:

• Specialized support: When a customer's query requires expertise from another department or staff member.
• Load management: When a staff member is overwhelmed with multiple chat sessions, they can transfer some to others.
• Shift changes: When a staff member's shift ends, they can transfer ongoing conversations to someone else.

Detailed steps to transfer a chat

Follow this instruction to transfer a chat to another staff member:

Step 1: From the back office, click on the "Maximize" icon to expand the chat window to full screen.

Step 2: On the right side of the full-screen chat window, find the "Department" section.

Step 3: Select Department and Staff Member:

• Choose the appropriate department from the dropdown menu.
• Select the staff member to whom you want to transfer the chat.

Step 4: Click on the "Transfer chat" button to complete the transfer.

By following these steps, you ensure that the customer’s query is handled by the most suitable person, improving the overall support experience.

Conclusion

Transferring customer chats efficiently ensures that queries are addressed by the most appropriate staff member or department. This feature not only helps in managing workloads but also enhances the quality of customer support. Utilizing the transfer chat feature in the "Live Chat, Contact Form & Ticket System" module ensures smooth and effective communication, leading to higher customer satisfaction.