Through some channels, the customer sees if a conversation is handed off. Find out what this looks like below!
When a conversation/chat is handed off 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 shown in the image below, a customer has indicated that they want to speak with an agent. While the customer waits for an agent to take over the conversation, the chat displays "Chat on hold". Once an agent has taken over the conversation, it changes to "Chat with agent started". At the top of the chat widget, you can also see which agent has picked up the conversation. This allows the customer to know that their chat has been taken over by an agent and who they are speaking with.
The texts displayed in the chat widget can be customized in the chat widget settings.
On WhatsApp, the customer does not get to see a notification about the handoff or the employee that is handling the conversation.
Facebook Messenger
On Facebook Messenger, the customer does not get to see a notification about the handoff or the employee that took over the conversation.
On Instagram it's not visible to the customer that a conversation has been handed off 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.