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Assigning and handing over conversations

Taking a conversation on, passing it to a colleague and what changes in each person's notifications.

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Assigning is what prevents the team mistake most visible to the customer: two different answers to the same question.

Taking it on

  1. Open the conversation and tap the contact's name.
  2. Go to the agents block.
  3. Choose who replies — it can be you.
  4. The conversation now shows up in that person's assigned filter.
Why assign
Every conversation can have an owner — that is what stops two people answering the same customer.
The agents block
The contact details show who has the conversation.
Choosing who answers
The list brings up the registered team, with photo and name.
What changes in the push
On their side, the phone rings. On the side of whoever is not the owner, it does not.
Assuma ao começar, não ao terminarAssumir depois de responder não serve para nada: no intervalo, outro colega já pode ter respondido. O clique custa um segundo e é a única coisa que impede a resposta duplicada.

Taking it on after replying serves no purpose: in the meantime a colleague may already have answered. The tap costs one second and is the only thing that prevents a duplicate reply.

Push só para o responsávelWhat changes in notifications

An agent only gets alerted about a conversation assigned to them. It is the right behaviour — without it everyone's phone would ring all day — but it means a conversation with no owner notifies nobody.

Handing over

Nunca transfira sem notaHanding over passes the conversation to someone else. The customer is not told and sees nothing: as far as they know, it is the same conversation.

If the next agent does not know what has been done, they ask everything again — and the customer concludes nobody in the company talks to each other. The note is what turns a handover into continuity.

Unassigning