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Chatting with customers

Chatting with customers

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How to chat with customers on the queue

1. To chat with a customer on the queue, go to conversations > support queue

how to chat with a customer on the queue in eBanqo Messenger

 

 

2. Select a customer on the queue to start a chat. When you do that, a tab containing the customer’s chat history opens on the right-hand side. On the bottom right-hand corner, click on start chatting with < customers’ name>

how to chat with a customer on the queue on eBanqo Messenger

3. Click on start chatting with Onyi Nwankwo. This modal appears

How to chat with customers on eBanqo Messenger

4. Click yes to begin a conversation with the customer.

 

How to reassign a customer on the queue

You reassign a customer on the queue to another agent if, after going through the customer’s inquiries, you decide another agent is better equipped to help a customer.

1. To reassign a customer, ensure you have selected the customer from the queue. Your screen will look this way:

howto reassign a customer to another agent

2. Click on the three dots at the top right-hand corner of your screen:

how to reassign a customer in eBanqo Messenger

3. Two options appear. Click on assign to another support agent

How to reassign a customer in eBanqo messenger

4. A modal appears. Select the preferred agent from the drop-down menu or simply type the name. Click on assign.

how to reassign a customer to another agent

How to end a conversation or chat

You end a chat to close the open conversations tab on the right-hand side. There are several reasons to end a chat. Either the customer’s issue is resolved or the customer stopped responding.  To end a chat,

1. Click on the three dots at the top right-hand corner.

how to end a chat in eBanqo Messenger

2. A modal appears. Click on the drop-down menu to select a reason for ending the chat.

how to end a chat in eBanqo Messenger

3.Click on end chat.

 

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