We are in the agent workspace and have switched to messenger, however we are having this issue:
If a customer had a recent conversation with an agent over messenger, this was resolved and the ticket solved, we are finding if the customer comes back before the ticket is closed this does not add the messenger chat back to the live chat queue but instead opens it again in the agents inbox. We find this will be very impractical if for example the agent is away, it is a weekend, or the agent just does not see the message quickly. In this instance the customer will be on live messenger waiting for a quick response but we may not realise. Is there a way to force any reopened messenger conversation back in to the queue for any agent to pick up if the ticket has previously been solved?
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