Flag chat as dealt with

Completed

2 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Matt,

    Thanks for the feedback. Currently, you can search for missed chats that are unread via the advanced search dropdown:

    The agent can currently update the visitor notes explaining that they reached out to the customer. If you use the Zendesk integration, tickets will be created for offline and missed chats so it makes it easier to see the paper trail for the conversation and ensure that your staff get back to the customers.

    If you don't use Zendesk and the Zopim integration, we are planning on adding the ability for admins to add/edit chat tags to completed chats and offline message. This is another way that you could specify who reached out back to the customer, similar to the visitor notes method mentioned earlier. Should be out within the next two weeks.

    Thanks,

    Ramin 

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Matt,

    Quick update: you can now edit tags as an admin after the chat is completed from the History tab and clicking on the chat---click on pencil icon near the tags section.

    This should let you add a tag once a missed chat has been responded and who responded.

    Let me know what you think after you have tried it out.

    Thanks!

    Ramin

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