Understanding the Sticky Agent Feature in CallHippo

The Sticky Agent feature in CallHippo ensures that a returning caller is automatically connected to the same agent they previously interacted with. This continuity fosters a seamless customer experience, as clients don't need to reiterate their concerns, leading to quicker resolutions and enhanced satisfaction.

Use Cases for the Sticky Agent Feature:

  1. Personalized Customer Support: By connecting customers with the same agent, businesses can offer tailored assistance based on prior interactions, strengthening client relationships.

  2. Efficient Issue Resolution: Agents familiar with a customer's history can address concerns more effectively, reducing resolution times and improving service quality.

  3. Enhanced Customer Loyalty: Consistent interactions with the same agent can build trust and loyalty, encouraging repeat business and positive word-of-mouth.

What is a sticky agent? What are the types?


Sticky Agent is a feature that ensures callers are connected to the same agent they previously spoke with or who had attempted to contact them. This creates a seamless and unified customer experience.


By using a Sticky Agent, returning customers won’t have to repeat their queries or issues, leading to a smoother interaction and quicker resolution. This enhances customer satisfaction and improves overall service efficiency.


Types:

  • Strictly Bind – Connects the call to the same agent the customer last spoke with. If that agent is busy, the call will not be transferred to another agent.

  • Loosely Bind – Attempts to connect the call to the same agent the customer last spoke with. If that agent is unavailable, the call will be redirected to another agent.


Frequently Asked Questions (FAQs):

  1. What happens if the original agent is unavailable in Strict Binding mode?

    • In Strict Binding, if the designated agent is unavailable, the call will not be forwarded to another agent, and the caller may need to try again later.

  2. Can I switch between Strict and Loose Binding settings?

    • Yes, administrators can adjust the Sticky Agent settings between Strict and Loose Binding based on business needs.

  3. Does enabling Sticky Agent affect call routing for new callers?

    • No, new callers without prior interactions will be routed based on your existing call distribution settings.