If you answer a live chat and find you need to pass it to another team member, or to the Customer Care department (for order status etc), follow these steps.
- At the top of your chat box, click the ellipses and select “Transfer to…”
2. A pop-up will appear with two selections.
“Agent” will give you a list of individuals.
“Group” Will give you departments. Currently only Aftermarket and Customer Care departments are available to respond to LiveChats. “General” includes all agents from both departments.
3. Once you highlight the agent, or department, you wish to transfer the chat to, simply select “Transfer” at the bottom of the screen and your chat will be transferred to the selected party.
4. From here, you may close the chat window, or continue to “supervise” the chat.
Note: Any text you type into the chat while in “supervise” mode will appear in a gray box. This text will only be visible to the internal agent you have transferred the chat to. It will not be visible to the customer.