What is it?
Provides agents with the ability to transfer non-voice interactions from Facebook Messenger, native chat, SMS and email within the Skylight suite of products. When needed, an agent can transfer a Facebook, SMS, or chat message interaction to another queue.
The non-voice transfer capability allows agents the ability to transfer an interaction to the most appropriate queue. The Interaction history and any related message transcripts follow the interaction, so whoever works on the request next will have the complete context of the interaction. By providing the full context of the customer interaction, agents can provide faster and more accurate resolutions.
Good to Know
The non-voice transfer capability is available for Facebook messaging, native chat, SMS, and email interactions in the Skylight suite of products. Agents who accept transferred interactions can see the entire message transcript in the primary content area.