We want to make sure that your reservation agents can remain 100% focussed on Front Desk conversations related to bookings. To help them do this they are able to reassign conversations to other - more relevant - members of your team to ensure that guests get a useful answer from the member of staff most able to assist them. That way your reservation staff can stay completely focussed on moving potential customers towards booking.
Reassigning a conversation is simple. In the top navigation within Agent Portal there is a dropdown menu displaying the name of the Agent currently dealing with the conversation below. To reassign it, all they need to do is click the down arrow to open up the list of all available Agents and select the staff member they would like to reassign this conversation to. The conversation will be moved into that Agent's conversation queue.
They can also move a conversation back to being Unassigned if they are unable to help with a particular question but don't know who exactly is best placed to deal with it.
Agents can also see whether a conversation is assigned to You, Unassigned, or Completed in the space next to this dropdown menu.