preview message before serving

Answered

5 Comments

  • Jacob J Christensen
    Community Moderator

    That would be nice +1

    0
  • Yunen Yeo

    Hi guys,

    Thanks for posting on the community. Would you be able to explain why this feature is important to you and how it can help you or your agents boost your productivity while chatting?

    Thanks!

    0
  • Jacob J Christensen
    Community Moderator

    Hi Yunen,

    I'll give you my two cents...

    In my capacity as the administrator, I'm never answering requests, but I am often curious about incoming or ongoing chats.

    Now I'm uncertain if any real agent would be able to see if I (when invisible) clicked on an incoming chat, but I would much rather be able to see it without having to open the request.

    Also if the list of requests (incoming or served) is long, I would be able to see what is going on at a glance, without having to open multiple chat sessions.

    0
  • Robert Blackwell

    For me the reason is just to stay more productive and not have to worry about immediately responding to certain customers. Sometimes a lot of customers simply reply very late to a conversation after already having been helped and the agent ended the chat because they didnt reply after sometime. Then the customer replies with a simple thanks or ok.

    Sometimes a customer will respond to a trigger but all they will say is "hello is anyone there" or "hi". If I am going to divert my attention away from other customers I am helping I need to know why.

    On the other hand if a customer had sent several messages and their final message is thanks. You don't have an opportunity to pre gather information before joining the chat. Yes this delays your response to the customer but can also make you look better if you are almost immediately able to help the customer as soon as you join the chat.

    0
  • Yunen Yeo

    Hey guys,

    Thanks so much for explaining why this feature is important for you.

    We have no plans right now to change this, but we will look into this use case when we are relooking at our visitor list and see how we can help our customers chat and work better.

    0

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