Overview
Taalk now offers configurable Transfer Timeout settings and Retry Messages to enhance call transfer efficiency. This ensures a seamless customer experience by automatically managing failed transfers and providing alternative options.
Key Features
• Transfer Timeout Setting – Define a timeout duration (e.g., 5 seconds) for call transfers to prevent stuck transfers and improve agent efficiency.
• Retry Message – Customize an automated message to notify callers if a transfer fails and provide alternative actions.
How It Works
1. Set a Transfer Timeout:
• Navigate to the Call Transfer Settings page.
• Define the timeout duration (e.g., 5 seconds).
• Save your settings to ensure automatic enforcement.
2. Set a number for max retry:
• Define the number of retries you want to set it to.
3. Customize a Retry Message:
• Input a message to be played or sent when a transfer times out.
• Example: “Sorry {name}, our rep is helping another customer right now. I am going to text you a link to our calendar again.”
• Adjust messaging based on your preferred customer experience strategy.
Benefits
• Minimizes call disruptions by ensuring callers receive timely feedback on transfer failures.
• Improves agent efficiency by preventing stuck or prolonged transfers.
• Enhances customer experience by offering a professional, automated response to failed transfers.
Best Practices
• Keep the timeout duration reasonable (e.g., 60-180 seconds) to preserve the appropriate timeout
• Ensure the retry message is clear and offers actionable next steps (e.g., rescheduling, alternate contact options).
• Test the settings to confirm smooth integration into your call handling workflows
Note: the max is 6
