Transfers

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Operator is capable of handling support cases from start to end. However, most teams find that balancing workloads between Operators and human agents produces the best outcomes. Additionally, teams often find it easier to incrementally introduce Operators into their operations instead of all at once.

Transfers can be used to delegate the remainder of a support case to a human agent. Operator will summarize the support case thus far and context-share with the downstream human agent.

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Use case: escalations

A popular use case for the phone transfer is for escalating an unhappy customer.

To implement such an escalation, create a scenario that activates upon detecting an unhappy customer, and in its instructions tell Operator to perform the phone transfer. Use the @ character to reference the phone transfer.

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Pushing back on live phone transfers

Many customers who realize they’re speaking with an AI assistant immediately request a human agent. We are all tired of IVRs that misinterpret our words and waste our time.

By default, Operator honors transfer requests when agents are available. However, it can be configured to explain its problem-solving capabilities—either gently or firmly—before transferring to a human agent. This is controlled through adjustable “pushback” levels, which can be customized for different types of transfers.

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Restricting to operating hours

You can restrict transfers to specific times of the day—a common practice is limiting live phone transfers to business hours only.

If a customer requests a human agent when transfers are disabled, Operator will inform them that the team is unavailable and offer options to leave a message or call back later.

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Warm transfers

After a basic transfer occurs, agents often have zero context on the prior leg of the call. They do not know what information the customer has already communicated and what the customer is calling about. They then spend time listening to the customer repeat their problem.

Operator is capable of performing a “warm transfer.” In a warm transfer, Operator informs the downstream agent of a six-digit transfer code. The transfer code can be entered in the Conversations page, which will send the downstream agent to the conversation transcript and details. Now the customer avoids repeating information, and the downstream agent begins their leg of the call with complete context! You can enable warm transfers for individual transfers by toggling the “Warm Transfer” option.