How to Assign or Add a Teammate

Introduction

Pingstreams provides a simple way to manage live chats by allowing you to either reassign chats to teammates or add teammates to an ongoing conversation. Here’s a step-by-step guide on how to do both using the right sidebar within each chat.

Step 1: Open the Chat and Access the Sidebar

1. Navigate to the chat you want to manage from your list of active conversations
2. On the right sidebar of the chat, you will see a panel displaying additional information about the user (such as name and email) and the chat details

Step 2: Access the Dropdown Menu

1. In the upper-right corner of this panel, there are three dots (”⋮”)
2. Click on the three dots to open a dropdown menu with the following options:
   • View contact
   • Reassign
   • Add teammate
   • Leave
   • Transcript
   • Ban visitor

Step 3a: Reassign the Chat to a Teammate

1. Select “Reassign” from the dropdown menu
2. You will see a list of your teammates
3. Choose a teammate to reassign the chat to by clicking on their name

Important Note: Once you reassign the chat, you will be removed from the conversation and will no longer see it in your list of open chats.

Step 3b: Add a Teammate to the Chat

1. Select “Add teammate” from the dropdown menu
2. A list of teammates will appear. Choose the teammate you want to add to the chat by clicking on their name

Note: When you add a teammate, both you and the added teammate will remain in the conversation, allowing you both to participate.

Additional Options

Leave

You can exit the chat yourself by selecting “Leave,” which will remove you from the conversation. The conversation will therefore be flagged as “Unassigned”.

Transcript

Choose this to view or export the chat transcript. There are several options here:

• Send by email
• View as HTML
• Download as PDF
• Download as CSV

Ban Visitor

If needed, you can block the user from future chats by selecting “Ban visitor.”

Best Practices for Team Chat Management

When to Reassign

• Expertise mismatch: When another agent has more relevant knowledge
• Language barriers: Reassign to agents fluent in the customer’s language
• Workload balancing: Distribute chats evenly across available agents
• Shift changes: Transfer ongoing chats when going off duty

When to Add Teammates

• Complex issues: When multiple perspectives are needed
• Training purposes: Add junior agents to learn from experienced ones
• Escalation: Bring in supervisors or specialists while maintaining continuity
• Handoff preparation: Brief incoming agents before reassignment

Communication Tips

• Use internal notes to provide context when reassigning or adding teammates
• Inform customers when bringing additional team members into the conversation
• Coordinate responses to avoid conflicting or duplicate information
• Follow up to ensure smooth transitions and customer satisfaction

Conclusion

By following these steps, you can easily manage your live chats on Pingstreams by either reassigning conversations to specific teammates or adding teammates to collaborate on a chat. This functionality helps ensure smooth communication and team coordination.

Have any feedback for us? Contact us at support@pingstreams.io

For more information about Pingstreams and our customer engagement platform, visit Pingstreams.com 🚀