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Redirecting the dialog to another agent

You can redirect the dialog with the visitor to another agent right during the conversation - for example, to a product specialist that the visitor is interested in. The agent must have an online status in the Chat Platform.

If you have several departments registered, you can redirect the visitor during the dialog to that department for servicing, and its agents will choose who among them will answer the call.

To redirect the visitor's dialog, press the button under the input line highlighted in red on the following illustration:

Dialog redirect button

Links will be displayed, with which you can redirect the dialog by different algorithms:

  • List of departments (if any), as a result of which the visitor will be redirected to one of the agents of the selected department
  • List of available agents with an online status, which gives the opportunity to try to redirect the dialog to a specific specialist
  • The link Put a request to a general queue will result in the visitor being in the section Awaiting answer for all agents

Press one of the proposed links. After that, the fact of redirecting the dialog will be marked in your journal, and the dialog will appear in the group Awaiting answer for the other agent.