Last updated
Last updated
When a user escalates a conversation to an agent, you can require users to leave information such as name, email, and phone number. Once the required information is provided, the conversation will be assigned to an agent if available.
When a user requests to escalate a conversation to an available agent, they will be prompted to provide information including:
Full Name
Phone Number
Once the information is provided, the conversation will be assigned to the next available agent.
Contact information will automatically appear in the top right-hand corner of your dashboard view. If not visible, ensure that you have the conversation detail panel open.
Allow users to leave contact information and a brief message that's retrievable within the Bridge Dashboard by agents when live chat is not available.
If no agents are available or it's outside of scheduled escalation hours, the system will alert the user and ask if they'd like to leave a message.
If selected "yes", the user can leave a quick message, along with their contact information.
Once agents are available, messages can be retrieved directly within your Bridge dashboard.
We recommend that agents assign the message to themselves to avoid multiple owners.
Using the contact information and message provided, agents can respond to the user.
The conversation can be marked as Resolved once complete.
We recommend that once a message has been assigned to an agent and replied to, the agent resolves the message's conversation. This will help avoid any future confusion in identifying which messages have been responded to.