Transfer and collaborate in Cobrowse sessions
Support agents can perform at their best when they work on requests that match their field of expertise. They need to have the flexibility to hand over the session to the relevant technician, even if it's mid session, to maximize support efficiency. Session transfer in Cobrowse lets you do just that without any inconvenience to the customer.
What does session transfer mean in Cobrowse by Zoho Assist?
A technician in a cobrowsing session with a customer can invite another technician to take over or provide extra help. With the session transfer feature, the primary technician can hand over the session to the newly joined technician and leave the session, if they have to attend to other requests. Session transfer ensures the cobrowsing session goes on as long as one technician remains in the session—even if multiple transfers are required.
Why do I need session transfer in cobrowsing sessions?
With web chat, social media, email, and phone calls, support teams must be equipped to handle their service queue promptly and make adjustments at any moment to deliver expedited resolutions. That's where session transfer can make a difference in a cobrowsing session.
Effective resource allocation
While chat agents can handle general queries on your website, they often need help from a specific team when a customer is seeking specific functional information, like product inventory or seasonal discounts. In such cases, they can invite the relevant person from that team and transfer the session to them.
Uninterrupted cobrowsing sessions
Once the session is transferred to the expert, the chat agent who initiated the Cobrowse session can leave without ending the session. This allows the support team to maintain an uninterrupted connection with the customer, regardless of how many times they transfer the session.
Increased productivity
With the right expert matched with a customer, chat agents are free to attend to other incoming queries and resolve more of them in a workday. Support teams can process their service queues faster, reduce backlog and improve customer satisfaction in the long run.
How does session transfer work?
Invite the technician
Click the Invite Technician option from the left toolbar during an active session. Enter their email address and send the invite.
Collaborate together
Once they accept the invitation and join your session, they will be able to view the website and have access to the same controls as your chat agent: annotation, request control, and give up control.
Leave the session
The chat agent can leave the session, if necessary, without any interruptions while the invited technician continues to work with the customer.
Enhance flexibility for your support resources
Try session transfer and other great features in Cobrowse by Zoho Assist with our 15-day free trial.
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