To transfer a conversation between agents and teams in Papo (https://papo.global/), you can use the assignment options in the sidebar of each conversation. You can manually assign the conversation to a specific agent, send it to a team's queue (such as Sales or Support), and add an internal note to provide context to the next agent.
Ensuring that each customer is served by the right person or team is essential for efficient service. A well-executed conversation transfer prevents the customer from having to repeat information and speeds up problem resolution. Papo offers flexible tools to manage these transitions transparently for your team.
Conversation Transfer Methods
There are different ways to forward a conversation, each suited to a specific need of your operation.
| Transfer Method | How to Do It | Ideal For |
|---|---|---|
| Manual to an Agent | In the conversation panel, change the "Assigned Agent" field to the name of the new responsible agent. | When you know exactly which colleague should take over the conversation, such as for continuity or specialization cases. |
| To a Team | In the conversation panel, select the desired team in the "Assigned Team" field. | Forwarding an issue to the correct department (e.g., Finance, Technical Support) without needing to choose a specific agent. |
| With Internal Note | Before transferring, add a private note to the conversation mentioning the agent or team and explaining the context. | All transfers, to ensure the next agent has a summary of what has already been discussed and what the customer needs. |
How to Transfer a Conversation Step-by-Step
The transfer process is carried out directly on the conversation screen, ensuring agility in daily operations.
1. Manual Assignment to Another Agent
This is the most direct way to hand over a conversation.
- With the conversation open, locate the contact information panel on the right side of the screen.
- Find the Assigned Agent field. It will show the current agent's name or be empty.
- Click on the field and select the name of the agent who should receive the conversation from the list.
- The conversation will be moved to the selected agent's inbox.
Tip: Before transferring, use the internal chat to add a note. For example: "@Carlos, customer wants to change the invoice due date. Can you help?". This way, Carlos receives the conversation with all the necessary context.
2. Assignment to a Team
When an issue needs to be handled by a specific department, it's ideal to transfer it to a team.
- On the same conversation screen, locate the Assigned Team field.
- Click on the field and choose the appropriate team, such as "Sales," "Support," or "Finance."
- The conversation will leave your queue and become available to all members of that team.
Once a conversation is assigned to a team, it enters a shared queue. If the automatic assignment option is enabled for the team, Papo will assign the conversation to an online and available member, following a round-robin system. Otherwise, any team member can manually take over the conversation.
3. Using Automations to Direct Conversations
To further optimize the process, you can configure automation rules that automatically transfer conversations to the correct team. Under Settings → Automation, you can create a rule that uses the Assign a Team action based on triggers, such as the source inbox (e.g., emails from "financeiro@suaempresa" go to the Finance team) or the use of a specific tag.
Best Practices for Efficient Transfers
- Always add context: Never transfer a conversation "blindly." A quick internal note saves time for your colleague and improves the customer experience.
- Define teams by function: Create teams with clear names based on responsibilities (Sales, After-Sales, Level 2 Support). This makes the decision of where to transfer much more intuitive.
- Train the team: Ensure all agents know when and how to transfer conversations, and understand the responsibilities of each team.
- Check availability: When transferring to a specific agent, if possible, check if they are online to ensure a quick response. If not, assigning to a team may be more effective.
Frequently Asked Questions
What is the difference between assigning to an agent and a team?
Assigning to an agent makes that person solely responsible for the conversation. Assigning to a team places the conversation in a shared queue, where any available team member can take responsibility, either manually or automatically.
Is the customer notified when the conversation is transferred?
No. Transfers and internal notes are invisible actions to the customer. The new agent can, if desired, introduce themselves when taking over the conversation to maintain clarity in the service.
What happens if I transfer to an agent who is offline?
The conversation will be assigned to them and will appear in their inbox as soon as they come online. If the resolution is urgent, it is more recommended to transfer to a team with active members.
Can I cancel a transfer or take the conversation back?
Yes. Simply reassign the conversation back to yourself or to the previous agent/team. The assignment action can be done at any time by anyone with permission.
How does an agent pick up a conversation that is in a team's queue?
Agents can view conversations assigned to their teams in the sidebar menu, under Conversations → Teams. From there, simply open the desired conversation and start interacting or click to formally self-assign.
Why can't I see the option to assign to a team?
Team creation and management is a feature available to users with an Administrator profile. If you don't see the option, it might be that your account doesn't have teams configured or that your user permission does not include this action.
Read also
- How to create teams and distribute service in Papo Global
- Using Internal Chat for Your Team's Communication
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