Serve chat to same agent for continuing chat session



  • Prakruti Hindia
    Zendesk Product Manager

    Hi Andrew,

    Thanks for writing in. As of now, we do not have a way to assign the chats to the agents customers previously conversed with. Customisations on the widget to make 'End Chat' more prominent can be done by building your own widget using Web SDK.  

    The standard practice we have seen is to have the team check in to see if the customers require more help, wait a bit for their response before closing the chats. This also ensures that customers do not feel their agent left the chat before they did. 

    For the customers who continue the same conversation, the agents can scroll up to the history to get more context. In longer term, we are working to support continuous conversations between agents and the customers.

    We understand the need for it. However, it is difficult to provide a timeline around this for now. 

    - Prakruti

  • Dan Ross
    Community Moderator

    Hi Prakruti

    You mention in your comment:

    Customisations on the widget to make 'End Chat' more prominent can be done by building your own widget using Web SDK."


    Instead of needing the extra expense of a developer and QA testing to build a whole new widget, just to fix the close button, can the UX in the existing one be fixed out of the box and the End Chat button be made more prominent? This is a common UI element that users understand, versus the ultra-hidden current choice. 


    Thank you for reading. 

  • Tobias Hermanns



    we also like this feature, to avoid too much chat transfer, is it possible in future?


    Kind Regards,


  • Jess Hartley

    We would like to see both of these items- a continued chat served to the same agent (if they're online) and the end chat button more prominent for the customer in Zendesk's own chat widget.

    Thank you.


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