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Switch Communication moves the conversation to a phone call on a number the person gives. It is for the caller who is on a bad line, on the wrong device, or in a browser conversation and would rather just be phoned.

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Set it up

On the agent’s Basic Information tab, click Switch Communication under Choose Skills. The dialog sets the message the agent uses when switching. The suggested opener is along the lines of “Hey, I’m calling you as you requested. Want to continue where we left off?”, which is worth keeping close to. The person needs to recognise the call immediately.
Phone is the only supported destination today.

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How it behaves

When someone asks to continue elsewhere, the agent says whether it can, asks for the number to use, and reads it back for confirmation before doing anything. Once the switch is under way it tells the person they can end the current conversation and carry on with the new one. It will only do this once per conversation. A second request in the same call will not start another switch.
This is most valuable on the web widget, where someone starts talking in a browser and would rather be called. On a normal phone call the need is rarer.

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Where to go next

  • Transfer to a person rather than a new call: Call Routing
  • Send information without moving the conversation: In Call SMS
  • Where browser conversations start: Web Widget