Ticket Transfers, Departmental Routing & Private Notes

Transfer conversations between agents or departments, attach private internal notes invisible to customers, configure sticky agent logic and maintain operational continuity.

⚡Mandatory Prerequisites & Initial Checklist

✓At least two teams or two active operators configured in the system.
✓Active customer conversation assigned to your user.

📋Step-by-Step Instructions in Dashboard

Trigger Transfer Modal

👉 Where to Click:Chat Header > 'Transfer' Button (Arrow Icon)

Click the transfer icon in the chat header. Select the destination: either a 'Specific Operator' or a 'Department Queue' (e.g., Financial Tier 2).

Write Private Transition Note

👉 Where to Click:Transfer Modal > 'Context Note for Next Operator' Field

Write a concise transition summary (e.g., 'Customer already paid via wire transfer, needs license token activation'). This note displays with a yellow background in timeline and is NEVER sent to WhatsApp.

Confirm & Validate Destination Routing

👉 Where to Click:Transfer Modal > 'Confirm Transfer' Button

Click confirm to transfer the chat. The ticket moves from your active list into the target department queue, alerting the new team while preserving full message history.

🚨Critical Safety Rules & Ban Protection

🛡️Sticky Agent Memory: By default, the platform routes returning contacts within 24 hours back to their previous operator to prevent repetitive questioning.
🛡️Inter-Department Isolation: Operators in restricted teams cannot view tickets from other departments, guaranteeing confidentiality for HR and legal matters.

❓Frequently Asked Questions & Troubleshooting

P:Does the customer notice the transfer?

Only if you send a message telling them. WhatsApp displays no technical indicator of internal dashboard handoffs.

P:Can I return the ticket to the AI bot?

Yes. In the transfer menu, select 'Transfer to Virtual Assistant (Bot)' to let the automated flow take over.

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MailerWeb Knowledge Base • Atualizado em 2026 • Documentação Oficial do Usuário