We would like a feature to let customers know that a chat interaction has been ended from the Advisors end (using the "end chat" button). Customers then will see a message saying: "This chat has been ended, if you have further questions, please reopen a new chat."
Even though an Advisor ends the chat after an issue has been solved, customers are still able to trigger a new chat interaction since they still have the chat window open on their end.
This can cause negative metrics / lost chats for our Advisors. Best example here is if an issue has been solved, and the Advisor thanks the customer for reaching out, some customers don't reply immediately on this, so the Advisor is leaving the chat after a certain amount of time. The Customer then gets back thanking for the support. This will trigger a new chat interaction. Another Advisor will pick up that chat, but won't reply since this will start a unnecessary thank you loop. This however causes missed chats in the Advisors metrics.
For more information on this matter, please refer to my previous opened request from Feb 9th 2016 (672595).
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