🤝 How to assign a customer to another agent in Atom
Reassignment is a key tool for keeping workflow balanced and ensuring customers always speak with the right person. Whether due to a shift change or the need for specialized attention, moving a contact between agents is a straightforward process.
⚙️ Step-by-step guide to perform the assignment
Follow these instructions to transfer a customer to another colleague or team:
Enter the Customers module: Select this option from the left sidebar menu.
Locate the customer: Use filters to quickly find the contact you want to reassign.
💡 Tip: You can filter by contact platform, tags, creation date, or last update. Supervisors can also filter by the agent currently handling the conversation.
Start the transfer: Click the "Assign" button that appears next to the customer's information.
Choose the destination: Select the Group (team) and the specific Agent who will receive the customer.
Confirm the action: Click the "Reassign" button.
⚠️ Important information for Agents
Loss of access: Keep in mind that once reassignment is confirmed, the conversation will disappear from your inbox and you will no longer have access to it.
Notification to new owner: The receiving agent will see the conversation appear in their active chat list immediately.
💡 Useful Atom tips
Use of tags: Before reassigning, add a tag to the customer (for example: "Requires Technical Support"). This will help the new agent understand the context of the transfer right away.
Reassignment by groups: If you don't know exactly which agent is available, you can assign the conversation to a general Group so the system distributes it automatically according to your operation's rules.
Keep your operation moving! 🚀
The ability to reassign customers ensures that no inquiry gets stuck. Follow these steps, choose the best agent for the case, and guarantee a smooth and professional customer service experience for your users. ✅