Because the "end chat" button is pretty hidden for customers, most chats are ended by the agent and not the customer. As a result, they often re-enter/restart the same chat session without realizing that it is actually coming in as a new chat on our end - sometimes they pick up the same conversation, sometimes they just say "ok Thanks!" after we've left.
There are a few ways to resolve this I'm sure, but one thing that would be helpful for us is to automatically serve the chat to the same agent if the customer is continuing an existing chat session (assuming the agent is still available, within chat limit, etc.) This would provide a much smoother experience than having to transfer the chat to the right agent.
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