Talk to a person

Vue d’ensemble#

The Talk to a person button (the headset icon at the top of the chat, and the link below it). When tapped, the conversation is flagged as needing a person, the customer sees You've been transferred to our customer service team — someone will reply shortly., and your team receives the alert A customer asked to talk to a person. If the customer's number isn't on file, they see the card Leave your details and one of our team will get back to you. If you added a WhatsApp number for handoff to staff in the assistant settings, a Chat on WhatsApp button also appears at the top of the chat. If the customer asks for a person outside working hours, they see We received your message outside working hours. We'll reply from … with the next opening time.

Pour qui ?

Your business's customers

Où le trouver ?

Chat page → Talk to a person

Pas à pas#

1. 1
   The customer taps Talk to a person.
2. 2
   They enter their name and phone number if asked.
3. 3
   When a staff member takes over the conversation from Conversations, the customer sees Support agent (name) joined the conversation and continues with them on the same page.

Astuces#

Bon à savoir#

Questions fréquentes#

When does a staff member reply to the customer?

During working hours, depending on your team's availability. Outside working hours the chat tells the customer when to expect a reply (for example Saturday at 9:00 AM). The page stays open and the staff member's reply appears in it automatically.

How do I know a customer has asked for a person?

You receive the alert A customer asked to talk to a person, and the conversation appears under the Needs a person filter in Conversations.