I am now the customer service of Taobao shop. How can I accept the dialogue message from the buyer?

After setting up multiple customer services, that is, electronic customer service, there is a phone-like icon in the lower left corner of the Want Want chat window, telling me to hang up. When 1 customer service is offline or for other reasons, click I want to hang up. 1 customer service can't receive information, and the news of other customers is directly transmitted to 2 customer service. It won't be transferred until you click the icon to cancel again.