Sometimes it is necessary to reassign a conversation as the expert might be unavailable or simply not the right expert for this question.
Managers can reassign the conversation in three simple steps.
1. Allocate the the expert assignment in the top right corner of the conversation
2. Choose the right expert
3. Write a short message to inform the customer about the reassignment
Both, the customer and the expert, will be informed about the reassignment to the conversation can continue where it left off. The new expert can see the previous conversation to provide the customer an seamless transfer of knowledge.