Contact profile
Concentrate data necessary to recognize who is talking to the company.
Events: long conversations with context for the whole team
Track contacts and conversations that pass through multiple agents, keeping history, tags and internal notes accessible.
Illustrative scenario
How the situation may appear in everyday life
A new contact asks several questions and the conversation moves into different areas. Each transfer preserves the messages and a short note guides who will continue.
Illustrative flow
A possible sequence to guide care.
Identify the contact
Keep channel data and identities gathered in the correct registry.
Record internal context
Use tags and notes to highlight information that helps the next person respond.
Transfer without starting over
Assign the conversation and preserve the history when forwarding the contact to someone else.
Resources that support this flow
Resources give structure to the service; The rules and decisions remain the responsibility of your team.
Message history
Check what has already been asked and answered before continuing.
Conversation transfer
Direct the service to another person without losing previous messages.
Notes for continuity
Help someone else on the team understand the context before responding.
What to line up before you start
A clear configuration starts with the actual process, responsibilities and the minimum amount of information required.
- Define which contact details are really needed.
- Agree how transfers should be accompanied by internal notes.
- Maintain proposals, budgets and commitments on the company's own products.
See also
Conversations under control
Turn conversations into organized work
Create an account to learn about Lumez and configure service according to your team's responsibilities.