Warm Transfer Chats in Agent WorkspaceAnswered
Feature Request Summary:
The Agent Workspace UI should allow agents to warm transfer and/or multi-agent a chat, without having to take over the entire chat.
Our internal departments need to consult with one another during chats. This would be things like: Can we reschedule this customer? Does this pass fraud review? Can we overbook this window? The
Business impact of limitation or missing feature:
This is critical for our business because we don't want to bounce the chat requester around from department to department when it may just take a few minutes of consult. Without this feature, our teams have to think of creative ways to get other departments to consult with one another. When previous to Agent Workspace, it was able to be done with ease in Zendesk. This is a basic Chat feature that is needed in Agent Workspace.
Is that a warm transfer where both agents can be in the chat at the same time? This was something we were able to do prior to Agent Workspace, so I'm hoping Zendesk can bring this back.
Our agents collaborate via Slack currently.
Would love to add my voice here as we have found it significantly improves the experience for our customers to have their current agent remain in chat until it's fully handed off to the new agent. Without it it can feel like being abandoned.
Do we know when this will be implemented? This is a huge blocker.
Thank you for the detailed feedback. We do support warm transfer for accounts opted into Messaging. The agents / supervisors will be able to use Internal Notes on the ticket for discussion before transferring the conversation.
How do your agents collaborate currently? I was wondering if there are Apps that I can recommend for this.
I am trying to train a new group of 20+ agents but I am realizing we are not set up for success for chat training using ZD Workspace. Has the feature to transfer a chat WITHOUT disconnecting available yet? That is a crucial feature we need as managers to be able to jump into a conversation OR in the instance of training.
Can anyone provide me on how others have trained new chat agents successfully using Workspace?
How do I pick and choose live chats my training agents can take, like we could when we weren't using Agent Workspace? HELP!
We understand how this is important for you, however, this feature is still not available yet on the product and is still currently a limitation in the Agent Workspace. We appreciate the feedback and sharing your use case. Those specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions.
The best place to see our upcoming changes is on our current and upcoming Betas page. This will house everything we can reasonably discuss publicly. I also recommend following our What's New section to see all releases and updates.
Much like Katie, we're looking for the same feature. We often have a supervisor that will need to hop on a chat for an escalated situation, and currently, this isn't possible in Agent Workspace. We also just had an issue where the assigned agent had a chat, finished the chat and marked it as solved, went on break, and then the end-user reopened the chat and we were unable to get it reassigned in a timely manner. Please add this feature!!
We are currently in discovery for multi-agent conversations, and looking to roll that out in the next few quarters.
Katie one great option would be to have your new agent pool be set as away (so they aren't served chats in the Agent Workspace), yet they can navigate to the view for unassigned tickets. From there they can see new chats, open them and see context, and decide to assign it to themselves.
Do we have an update on this? We are still looking forward to this feature being in Agent's Workspace as this will facilitate our customer service processes in terms of supporting our agents.
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