Open the chat and use the Move this chat box on the right. You can give the chat to a seller you choose, to the next seller by the shares, or take it off everyone. Only people with Inbox — every chat see this box.
Where to find it
Admin › CRM › Inbox › Inbox, then open a chat. The Move this chat box is on the right, below Status.
Who can move chats: the store owner, and anyone given Inbox — every chat in Users & logins. Admin, Manager and Supervisor start with it. A seller with only Inbox — own chats cannot move chats.
Step by step
- Open the chat.
- In Move this chat, open the list and choose:
- A seller by name. Sellers who are taking chats right now show "· available".
- Next seller by the shares. The inbox picks the next seller by your sharing rules, leaving out the seller who has it now.
- Nobody (take it back). The chat comes off the seller.
- If you like, write the reason in Why (optional). It is kept with the move.
- Press Move.
Good to know
- Who had it. The Who had it box under it lists every move: who got the chat, from whom, why ("Moved by hand", "Late — not answered in time", "Seller stopped work"…), when, and who did it.
- The answer clock. If the customer has not been answered yet, the new seller gets a fresh answer clock. Once a customer has been answered, there is no clock.
- Moves by hand do not count as late moves. Only moves because nobody answered in time count toward the "most moves per chat" rule.
- Taking a chat back. If the customer is still waiting for an answer, the inbox soon gives the chat out again by your sharing rules. Taking it back works best for chats where the customer has already been answered.
- Choosing a seller by name gives them the chat even if they are on a break or at their open-chat limit. Check the "· available" mark first.
- Many chats at once. In the Inbox list, tick the chats and change their seller together.
- In the reports. A chat moved to a seller counts in that seller's "Chats" in Inbox performance and "Given today" in Inbox live.
Common problems
- "No seller can take it now." You chose Next seller by the shares, but nobody else is Available, serves that page and is under their limit. Pick a seller by name, or wait.
- There is no Move this chat box. Your login has Inbox — own chats only. Ask the owner to add Inbox — every chat.
Related
Still need help?
Ask in our Facebook group — the team and other shop owners answer there.
Ask the community →