In some situations, agents may need to intervene in a Hayley conversation. If a question exceeds Hayley’s knowledge or understanding, she will transfer it to an agent. This article explains the process of agent handoff.
a. In specific scenarios, Hayley Mail may only answer a prospect query within the scope of her knowledge. In such cases, it will ask the prospect if they want to chat with an agent.
b. In the case of mail, she will send an Agent Handoff email to the prospect, mentioning that
she will hand over the conversation to the property agent.
c. Hayley will cc the email to the property email ID and CRM email ID to notify the agent.
CRM email address is a unique email address that gets auto-generated while handing over the query to an agent. This helps to record the communication between the agent and the prospect in Hyly CRM.
Agents will further take over the communication.