Through some channels, the customer sees if a conversation is forwarded. Find out what this looks like below!
When a conversation/chat is forwarded to a team or agent, this is also visible to the customer. How this is shown, however, is different for each channel. Below you can see per channel what the customer will see in the chat window.
Chat widget on website
As becomes clear in the image below, a customer has indicated to speak to an agent. After he presses a button, a light grey text appears with Forwarded to Finance. This lets the customer know that the conversation has been forwarded to the Finance team.
The image below shows the situation where a call is transferred to an employee. In this case, the conversation enters the general filter Unassigned conversations and as soon as an employee picks up the conversation, the customer sees the light grey text Taken over by [Employee Name].
On WhatsApp, the customer does not get to see a notification about which team the conversation was forwarded to or which employee took over the conversation.
Facebook Messenger
On Facebook Messenger, the customer does not get to see a notification about which team the conversation was forwarded to or which employee took over the conversation.
On Instagram it's not visible to the customer that a conversation has been forwarder either.
In short: only through the chat widget on the website can the customer see what is happening with a chat conversation and which colleague is handling the conversation. Via the other channels, the customer cannot see this.