Managing Handoff Chats in Zendesk as an Agent
1min read
Summary
Learn how to accept, reply to, and close chats escalated from Brainfish within the Zendesk workspace.
When to Use This
Support agents use this process whenever a customer escalates a conversation from the Brainfish widget to live support.
Step-by-Step Instructions
- When a customer requests a handoff, a notification will appear on the Zendesk dashboard indicating a new message.
- Click Accept to take over the conversation.
- You will see the user's previous interaction with the Brainfish bot in the chat history.
- Type your reply in the Zendesk chat interface and hit send. The message will instantly appear in the user's Brainfish widget.
- Once the conversation is resolved, click on End session.
- The chat thread will be marked as completed on the customer's side.
- To start a new thread, the customer must begin a new conversation in the widget.
Common Questions
- Can I see what the bot and customer discussed? Yes, the previous conversation history is available in the Zendesk ticket view.
- What happens when I end the session? The thread is closed and can no longer be updated. The customer will see that the conversation has been concluded.
Troubleshooting Tips
- If the chat doesn't appear in Zendesk, ensure your status is set to active or available to receive live chats.
- If messages aren't syncing to the user's widget, check for network connectivity issues or refresh the Zendesk workspace.