Understanding the Sticky Agent Feature in CallHippo:
The Sticky Agent feature in CallHippo connects returning callers to the same agent they spoke with earlier. This helps customers avoid repeating their issues and makes the support experience faster and smoother.
Use Cases for the Sticky Agent Feature:
Personalized Customer Support: By connecting customers with the same agent, businesses can offer tailored assistance based on prior interactions, strengthening client relationships.
Efficient Issue Resolution: Agents familiar with a customer's history can address concerns more effectively, reducing resolution times and improving service quality.
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?
A Sticky Agent is a feature that connects callers to the same agent they previously spoke with or who tried to contact them. This makes the experience smoother for the customer, as they don’t have to repeat their issue, leading to faster resolutions and better support.
Types of Sticky Agent:
Strictly Bind – Always connects the call to the same agent. If that agent is busy or unavailable, the call won't go to anyone else.
Loosely Bind – Tries to connect the call to the same agent. If that agent isn’t available, the call is passed to another agent.
Important:
The sticky agent feature is number-specific and not user-specific.
Common query:
Why is the incoming call not ringing on all the users’ dialers at the same time? OR
I am a user in a multiple-user account, and I am not getting incoming calls even though the number is allocated to me.
In this case, the owner account might have turned on the sticky agent feature and not informed the other agents, or you might have missed that you enabled the feature while testing this feature.
Steps to enable the sticky agent feature for your account:
1. Log in to your CallHippo dashboard.
2. Navigate to the “Numbers and DID” section on the left side of the screen and then click on the Numbers.
3. Click on the settings icon of the number for which you want to enable the sticky agent feature.
4. Click on the “Sticky Agent” option visible on the left side of the screen.
5. Click on the Sticky agent toggle to turn it on.
6. Select the type of sticky agent that you want to enable from the two options by clicking on it.
“Strictly bind” and “Loosely bind”
The Sticky agent feature is now enabled for the selected number.
Note:
You will not be able to enable this feature for multiple numbers at a time.
You will have to enable it one by one for each number.
Enabling it for one number will not affect other numbers’ settings.
Some common queries regarding the Sticky agent feature:
Q. What happens if the original agent is unavailable in Strict Binding mode?
A. In Strict Binding, if the designated agent is unavailable, the call will not be forwarded to another agent; instead, the call will be forwarded to voicemail. The caller may need to try again later.
Q. Can I switch between Strict and Loose Binding settings?
A. Yes, administrators can adjust the Sticky Agent settings between Strict and Loose Binding based on business needs.
Q. Does enabling Sticky Agent affect call routing for new callers?
A. No, new callers without prior interactions will be routed based on your existing call distribution settings.
Q: If I call a client and they call back later, will the call always come to me, or can it be routed to another agent?
A: If the Sticky Agent feature is enabled for the number used to call the client, the return call will be routed to the same agent who last contacted them. In Strictly Bind mode, the call will only ring for the originally assigned agent. If that agent is unavailable, the call will go to voicemail. In Loosely Bind mode, the system will first try the original agent, and if they are unavailable, the call will be forwarded to other agents based on standard routing rules. If Sticky Agent is not enabled, the call will follow your default routing settings and may go to any available agent to which the number is allocated to.
Q: I enabled the Sticky Agent feature, but incoming calls are not ringing for all users on the number. Is this a bug or a setting issue?
A: This is expected behavior if Sticky Agent is enabled. When active, the system attempts to route calls only to the last agent who interacted with the caller. In Strictly Bind mode, if that agent is unavailable, the call goes to voicemail and does not ring on other users' dialers. To allow fallback routing to other agents, you can switch to Loosely Bind mode.
Q: I enabled Sticky Agent on one number. Why are calls on other numbers not behaving the same way?
A: The Sticky Agent feature is configured individually per number. Enabling it for one number does not affect the behavior of other numbers in your account. If you want consistent Sticky Agent behavior across multiple numbers, you need to enable the feature separately for each number and choose the desired binding mode.
Q: We have rotating shifts. What happens to Sticky Agent routing when the originally assigned agent is not on shift?
A: In Strictly Bind mode, if the assigned agent is offline or unavailable during their off-shift hours, the call will not be routed to anyone else and will go to voicemail. For teams with rotating shifts, it’s recommended to use Loosely Bind mode, which tries the original agent first and then routes the call to other available users, ensuring better coverage while still attempting continuity.
Q: We’re using Sticky Agent, but callers are still getting connected to random agents. Why is it not working as expected?
A: This can happen if the Sticky Agent feature is not enabled on the number the customer is calling, or if the customer is calling back from a different number than the one they were previously contacted on. Additionally, if there is no call history between the customer and an agent, Sticky Agent will not have a reference and the call will follow standard routing. Make sure the feature is correctly set up and the client is calling back from the same number.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]