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.
How it Works
When a user requests to escalate a conversation to an available agent, they will be prompted to provide information including:
Full Name
Email
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.
Agents should ensure that the conversation detail panel is open as shown to view/edit contact information
Leave a Message
Overview
Allow users to leave contact information and a brief message that's retrievable within the Live Agent Engine Dashboard by agents when live chat is not available.
How it Works
Learn How Messages Are Left By Users & How Agents Can Retrieve/Resolve Them
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 Live Agent Engine 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.
FAQs
How can I add Leave a Message and Contact Collection to my account?
Account administrators can submit a ticket by hovering over the Click Here For More Support button in the top right corner of this page.
Can live agents receive notifications for Left Messages?
Yes, this is possible! If you'd like these notifications switched on, please submit a ticket.
Can I switch on and off the left message option on a regular basis?
No, the left message feature is not configurable, where you can switch it on/off for specific days.
Is there a cost for either Contact Collection or Leave a Message?
No additional cost! This is included with the Live Agent Engine.
What if I only want one of the two features listed above?
That's not a problem. We can enable one or both of the features!
Is contact information exportable?
Yes! You can export Live Agent Engine Contacts via the Satisfi Dashboard. To view and export the data, go to Tools -> Data -> Bridge Contacts. Tap to download or view the data.
If you are an administrator with analytics permissions and you do not see the report, submit a ticket by hovering over the Click Here For More Support button in the top right corner of this page.
When a message is left, should I respond to the user directly in chat?
Depending on how quickly you respond to a message left, the user may have already closed out the chat. We always recommend that you respond to users via the contact information they provide.
Will the system ask for contact information again if we've identified the user?
No! If you already have contact information stored for a specific user, the contact collection process will be skipped, and the user will be escalated directly to an agent.
Verses using the Left Message feature, can I use my own contact form instead?
Of course! You can adjust your unavailable and/or out of office responses to include a button linking out your contact forms. If you have multiple agent teams, these responses can be different for each team and can include department-specific forms when applicable.
How can I ensure that I'm obtaining customer data without scaring customers away?
Here are some tips for live agents to ensure a smooth and respectful data collection process:
Explain to customers why you are collecting data, how it will be used and what they get in return. Let them know that their information is safe with you.
For example, if you are collecting data for marketing purposes, reassure your customers that they will receive only relevant content regarding best deals, discounts, and future events they might be interested in.
Be sure to ask for information that is directly relevant to your customers' queries or the service you're providing. Avoid asking for excessive or unnecessary data that might make customers uncomfortable.
Give customers incentives or benefits in exchange for their data. This could be exclusive discounts, personalized recommendations, or access to special features.
