Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
By default, customer service representatives (service representatives or representatives) can consult with other representatives and transfer conversations to queues to resolve customer issues efficiently.
For advanced consult and transfer scenarios, you can enable the following settings:
- Consult to queue: Helps the system to intelligently select the most eligible representative to consult with.
- Direct transfer: Lets representatives select another representative directly without initiating a consult.
Prerequisite
System administrator or Omnichannel administrator role.
Enable consult and transfer settings
You can enable the settings in Copilot Service admin center under Channels > Consult and transfer page.
Enable consult to queue
Turn on the toggle for Consult to queue.
Enter countdown numbers for voice and messaging channels to indicate the time the system spends to find representatives to consult with.
Save and close.
Enable blocking of capacity during consult
By default, representative capacity is blocked for consult to queue sessions. But you need to explicitly block representative capacity for direct consult session.
- On the Consult and transfer page, select the checkbox to block capacity of the representatives when they engage in a consultation using the consult with representatives option on the communication panel.
Enable direct transfer of conversations
When you enable the transfer to representative setting, representatives can select another representative directly and initiate transfer.
- On the Consult and transfer page, in Transfer settings turn on the transfer to representatives toggle.
- Select Save.
Configure custom inbox view
Representatives can configure the inbox to show their consult sessions. The inbox view helps representatives rejoin the consulted sessions and leave the consultation to release their capacity.
Create a view by using the Advanced option in Configure custom views for the inbox.
Use the conditions shown in the following screenshot to configure the view.
Runtime experience
When you enable the consult to queue setting, your service representatives can see the Queue tab on the communication panel.
Similarly, when you enable the direct transfer setting, the Representatives tab appears. The tab also appears when the representative wants to transfer conversations to another representative after engaging in a consultation with them.
The representative capacity is released in the following scenarios:
- If the primary representative ends the call or conversation and closes their session.
- If the primary representative ends the consult.
Related information
Consult with representative or supervisor
Use consult to collaborate with other representatives or supervisors
Transfer conversations to representatives
Transfer calls to representatives