How to Transfer a Service Interaction in Hablla

This guide explains the step-by-step process to transfer a service in Habla, including additional information to facilitate the process. Step 1: Access the Service

1. Log in to your Habla account.

2. In the main menu, click on Attendances to view ongoing support sessions.

Step 2: Access the Support History

1. Within Attendances, access the Support History.

2. Use the search to locate the client or service with which you want to resume the support session.

Step 3: Identify the Client or Service

1. After locating the correct client or service, click on the support box to access the session details.

2. Identify the client and confirm that everything is correct to continue the support session.

Step 4: Access the Transfer Button

1. In the upper right corner of the screen, locate and click the "Transfer" button.

2. This will open a transfer pop-up.

Step 5: Add Department (Required)

1. In the transfer pop-up, select the department to which you want to transfer the service.

• Make sure to choose the correct department to ensure the customer is directed appropriately.

Step 6: Add User and Comment (Optional)

1. If necessary, select a specific user to receive the service.

2. Add a comment to provide context for the next agent (e.g., "Customer with a question about subscription").

Step 7: Confirm the Transfer

1. Click the "Transfer" button to finalize the process.

2. After the transfer:

• If the service was transferred to yourself, it will remain in your service queue. To view it, click the purple button on the right.

• If the service is transferred to another person, it will disappear from your queue.

After the transfer, the service will appear within your services.

How to Take Over a Service

If you want to take over a service, follow these steps:

1. Check your permissions:

• To take over a service, you need permission to view all services.

• If you do not have it, contact the system administrator to request the necessary permission.

1. Search for the service:

• Access the Service History and locate the service you want to take over.

3. Follow the transfer process:

• In the transfer pop-up, select the correct department.

• Instead of choosing another user, select yourself as responsible for the service.

1. Confirm the transfer:

• Click "Transfer" to take over the service.

• The service will now appear in your service queue.

Important Tips:

• Check availability: Before transferring or taking over a service, verify that the department or user is available.

• Use comments: Use the comments field to pass relevant information, such as the service context or specific customer needs.

• Monitor the status: After transferring or taking over a service, monitor the status to ensure the customer was properly assisted.

• Communicate: If you transfer or take over by mistake, contact the responsible person to realign the service.