Work as a team

Transfer a chat

When a chat needs someone else, transfer it with the details so the customer doesn't have to repeat themselves.

1. Open the chat and choose Transfer Service.
2. Pick an agent: Internal agents on the same WhatsApp, or External agents on another WaBaCRM account.
3. Write a transfer message with the details, and mark it Urgent if it is.
4. The agent sees it under Received transfers and can Reply now, Reply later or Take over and reply.

External agents

To transfer to people on other WhatsApp numbers, add them under Manage external agents with their WaBaCRM email or username. You can only transfer to people you've added. Their status shows as Online or Offline.

Identify who replied

Switch on Sign messages with your Agent name, and Identify agent in chat, so the team can see who handled each reply.

Finish a chat

Finish Service closes a chat when you're done.

• Activate completion message sends a closing message, for example asking for feedback.
• Archive after finishing the service tidies the chat list.
• Close inactive services after closes chats that went quiet.