Transferring Conversations of Deactivated Recruiters

We've enhanced the recruiter deactivation tool for better conversation management! Previously when a recruiter was deactivated, all their conversations with candidates were carried over to one or several colleagues in a single transfer. Now, administrators can choose to transfer only active, important conversations—meaning better manageability to never lose a lead.

Why we’ve revamped the deactivation tool:

• Transferring all of recruiter's chats often resulted in 1000’s of conversations landing in a single recruiter's inbox.
• It also made prioritizing conversations a real challenge: The most recent and relevant conversations easily got lost in recruiters’ inboxes—and with them, potentially important leads.
• Transferring a large amount of conversations at once created significant load times, and could be nearly impossible to reverse when done in error.

The new experience works like this:

1. Deactivate the recruiter, as you did previously.
2. When prompted to view the deactivated recruiter's conversations, select only the relevant chats to transfer using the new multi-select tool.
3. You can do this as many times and transfer to as many different active recruiters as you’d like.
4. Revisit this list and transfer more conversations later, if needed, by viewing the deactivated recruiter's conversations.
5. Candidates who haven’t been transferred and who send a message will receive the following auto-response: We're sorry, the recruiter you messaged is no longer available on Vivian. To continue speaking with a new recruiter at this agency, select the "request a new recruiter" button in your Vivian chat.

FAQ’s

Why can’t I select all conversations and transfer them?

To ensure only recent and relevant conversations are transferred, we’ll no longer enable all of a deactivated recruiter's conversations to be transferred at once. This will keep the number of transferred conversations manageable for your recruiters—and ensure no lead gets lost in the process.

What happens if I don’t transfer a conversation, and a candidate in the deactivated recruiter’s conversations applies to a job?

The lead-routing system will recognize the recruiter is deactivated and redistribute the lead to an available and relevant recruiter, regardless of prior conversations.

What if a candidate messages the deactivated recruiter?

Candidates who haven’t been transferred and who send a message will receive the following auto-response: We're sorry, the recruiter you messaged is no longer available on Vivian. To continue speaking with a new recruiter at this agency, select the "request a new recruiter" button in your Vivian chat.

Can I only transfer conversations from a deactivated recruiter one time?

No, you can revisit the deactivated recruiter's chats as many times you’d like. Simply select “view chats” in the admin recruiter page, within the deactivated recruiter’s row.

How does this impact the “route to previous conversations” lead-routing rule?

If a recruiter is deactivated, they will no longer be routed leads, regardless of prior conversations. Instead, the candidate will be routed to an active recruiter at your agency.