How to forward a call on the ViiBE conversation interface

While on a ViiBE call, you may realise that you do not have the required expertise to resolve a problem and provide immediate assistance. In this situation, experts can forward the call to another expert who is better suited to address the needs of the caller and provide exceptional customer service. 

It is important to remember that when you forward a call, you can only forward it to a specific person using his or her ViiBE username. This means that you cannot forward calls to external guests. 

Once the call has been forwarded and the new expert is present on the call, the person who forwarded the call can then leave the conversation.

If you would like to forward a call, look at the heading bar across the top of the call. In the middle of the screen you will find a green button that says “Forward”. Click this button to forward the call.

Forward a call on the conversation interface using ViiBE

Check out the other conversation interface articles to go more in depth about each of the functions available during a ViiBE call. 

For more information on how you can implement ViiBE into your call centre to provide remote assistance to customers and technical support engineers, fill out your name and email below and one of our ViiBE team members will get in contact with you!

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