Conversational styles in messaging

Return to top


  • Danielle Ditson

    If a messaging ticket (live chat) isn't closed, and an end-user replies is it possible to route it to another agent if the assigned agent isn't online for messaging any longer? We have agents who work different shifts and if they were chatting with someone at the end of shift 1, and came back before the ticket was closed, we don't want them to have to wait til the next business day to get a response; especially since at that point it would no longer be a chat response. 

  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Danielle, 
    Thanks for reaching out! 
    I believe this scenario that you have given ca be avoided if the agent ending the shift ca transnfer the chat to another online agent. 
    When you transfer the chat to another agent in messaging, check to see if the agent is online. If the agent is online, you'll see a green circle and dot around their profile image in the Assignee menu.

    Fule information about it is found here

Please sign in to leave a comment.

Powered by Zendesk