How 'Transfer to Agent' Works in Zendesk
How does the 'Transfer to agent' step work in Zendesk?
The 'Transfer to agent' step is crucial for initiating a handoff in Zendesk messaging. When this step is triggered in an automated bot, the conversation is handed off to an agent. The agents are notified of the pending support request based on the account's routing flow, and the bot can no longer respond to the conversation. The agent remains the first responder until the associated ticket is closed.
This process ensures that complex issues can be handled by a human agent, providing a more personalized support experience.
More related questions
What is the difference between handoff and handback in Zendesk messaging?
Handoff and handback are key processes in managing conversations in Zendesk messaging.Handoffis when the bot is removed as the first responder, and an agent takes over the conversation. This happens through the 'Transfer to agent' step in the…
What triggers a handback event in Zendesk messaging?
A handback event in Zendesk messaging is triggered when the status of a ticket changes from Solved to Closed. Once this happens, the bot becomes the first responder again when a customer starts a new conversation. However, the bot does not…
How can I manage the timing of handback events in Zendesk?
Managing the timing of handback events in Zendesk can be done by adjusting the default automation or creating a trigger. By default, a Solved ticket is automatically updated to Closed after four days. You can edit this automation to change the time…
What additional settings should I consider for handoff and handback in Zendesk?
There are several additional settings to consider for optimizing handoff and handback in Zendesk. Out-of-office triggers can set customer expectations for when a live agent might engage. Continuous conversations allow email notifications to be sent…
How does Zendesk handle messaging requests outside business hours?
When a message is sent outside business hours and the 'Transfer to agent' step is included in the bot flow, a ticket is created and placed in the unassigned tickets queue. A notification is also visible on the Support page, indicating a new ticket….
Can Zendesk handoff a conversation to another bot solution?
Yes, Zendesk can handoff a conversation to another bot solution. This is possible because Zendesk Messaging runs on the Sunshine Conversation engine, allowing integration with other bot solutions through the Smooch API. This flexibility enables…
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