See Transcript Leads

See Transcript Leads

With 'See Transcript' Leads there are some cases when a visitor closes the chat before our agents have been able to confirm the lead information. 
One by product of this is that the API doesn't record the details, and you need to review the transcript instead.

The Issue is that the lead detail fields - Name, Phone and Email are  automatically populated when our agents confirm with the visitor in the chat.   
Eg. When we see the agents type -

Confirming I have the correct details:   

Name: XYZ   
Phone: 32345678  
Email:  XYZ@ZYX.com.au

This means in cases where the visitor closes the chat before our agents are able to confirm their details, the fields are left blank and filled by 'See Transcript'.   
Our agents are unfortunately unable to manually enter details into these fields. 

There are certain situations which are out of our hands. Eg. If a visitor enters the chat and says 'Hey, Im looking at XYZ, get someone to call me back on 0411111111' and then closes the chat. 
This will still be tagged as a lead as the client has asked for a call back but has not provided name and email as this could still potentially convert into a great sales opportunity.     

Our agents have been reminded the importance of confirming details and will try to complete this as early in the chat as possible to address the 'See Transcript' issue but I could not guarantee 100% conversion as it will also be a reflection of how the visitors are engaging with the team.  


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