Transferring a chat

Answered

7 Comments

  • Ayush Upadhyay
    Zendesk Product Manager

    Hi @...

    Thanks for sharing the feedback! This completely makes sense, we will include this in the pipeline in upcoming quarters.

    Regards,
    Ayush

    1
  • Jason Walker-C

    We need this desperately.....

    0
  • Miraya kocken

    We are missing chats because agents don't get a notification when we transfer a chat to them. Hopefully it wil be added soon!

    0
  • Stuart Straub

    Has there been any more information about this functionality. Not getting alerts when a chat has been transferred is causing quite a few issues. 

    0
  • Jason Walker-C

    @Ayush Upadhyay, Please provide some update here...

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Jason & Stuart, 

    I would assure you that this is still in the pipeline, but I don't have a date for you yet.

    We will post in the community once this becomes available for general use.

    Regards,

    Ayush 

    0
  • Krista Zaloudek

    This impacts our teams as well. The potential workaround of an email notification to the newly assigned chat agent for an incoming chat would not be the best customer experience as this would add time delays, likely missed chats, and poor handoffs.

    Ideal enhancement specifics:

    It really would help our team to have the google notification pop up, sound notification, and chat count increase when a new chat is reassigned to a specific agent. It would additionally be helpful if there could be an indication to the Zendesk agent that is reassigning the chat not only if the other Zendesk agent (the one receiving the transferred chat) is available but is also within their total number of chat conversations allowed.

    Thank you for sharing any updates about the stage of this enhancement as well as when there might be a launch on it!

     

    0

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