Scenario: Clients who reach out via chat sometimes want it to be escalated to a call.
Feature needed: Once the agent handling the chat transfers the chat to a call via a trigger, the call request is routed to the agents on the Talk platform. The agent on calls who is free at the moment with no calls on queue can go ahead and take this up.
Hi Abhishek Vijay,
Thanks for reaching out, great to hear your use case and I'm happy to let you know that we will be addressing this as part of the roadmap we have planned for adding voice capabilities into our Messaging experience.
We will be enabling agents that are on chats with customers to move that conversation to a call as and when needed, the feature will be controlled by the agent.
We may reach out to the community to gather more feedback on the use case to ensure we are building the right capabilities for you. Please keep an eye out for communications around this feature as we get closer to design and build.
Jenny Gillett It sounds like the plan is to enable the agent that is already chatting with the end-user to move that conversation to a phone call-- am I understanding that correctly?
We wouldn't want agents that are assigned to be on chats to switch over to a phone call for a few reasons:
1. The agent engaged in the chat is likely to be engaged in 2 or more other chats-- we would never expect an agent to be able to handle multiple chats while they're also on a call.
2. We wouldn't want end-users to be able to utilize this feature as a way to avoid having to wait for an available agent to take their call (when our lines are busy). It's helpful that it can only be initiated by an agent, but if a customer asks to move the conversation to a phone call it'd be difficult for an agent to say no
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