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  4. 06. Support Service
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02. Handling and Transferring Support Conversations
4 min
Created by Karine Moreira on 8/7/2024 5:51 PM
Updated by Karine Moreira on 10/4/2024 10:34 AM

In this article, you will learn about the conversation handling process in the chat queue, including transferring conversations to groups or agents and linking conversations to support tickets in Zenvia Customer Cloud.

Table of Contents:

⚠️ Attention: This feature is available for Agent, Operator, and Admin profiles.

Chat Conversation Handling

  • Available for Chats: The agent can enable or disable their availability for new conversations arriving in the queue.
  • Manual Handling: If automatic distribution is disabled, the agent can manually select and handle conversations.
  • Automatic Distribution: If automatic distribution is enabled, agents will automatically receive a list of clients to attend to.
  • Open Customer Record : Allows accessing the customer’s full record in a new tab by clicking the respective icon.
  • End Conversation : Allows ending the conversation and saving the ticket or linking it to an existing ticket by clicking the respective icon.

💡 Tip: All conversations must be linked to a ticket (new or existing) to be closed.

Transferring Conversations

  • Conversation Transfer : By clicking on transfer, the agent can select the department or agent to which the conversation will be transferred.
  • Reason for Transfer: The agent can optionally provide a reason for the transfer.

Linking Conversations to a Ticket

Existing Ticket 

To link a conversation to an existing ticket:

1. Access the desired client's chat;

2. Click on Tickets ;

3. Select the Existing Ticket option;

4. Search for the ticket by its number or content;

5. Press Link.

💡 Tip: If the client has already linked the conversation to an existing ticket, the agent can confirm or reject this link and edit the ticket information directly in the chat.

New Ticket 

If there is no linked ticket, the agent can create a new one:

1. Access the desired client's chat;

2. Click on Tickets ;

3. Select the New Ticket option;

4. Record the Requester;

5. Press Save to store the information.

Ending Conversations

  • With Linked Ticket: When ending a conversation linked to a ticket, the ticket screen will open so the agent can finalize the action.

💡 Tip: The conversation history will be added to the linked ticket as an action.

  • Without Linked Ticket: It is not possible to end a conversation without linking it to a ticket. The system will require this association before allowing the conversation to be closed.

Now you know how to optimize the support conversation handling process in Zenvia Customer Cloud, ensuring that agents can efficiently and organizedly manage chats with clear options for transferring, ending, and linking conversations to tickets.