Agent Workspace: Add "last channel used" as default reply option
Feature Request Summary:
It would be great to have the option to set the channel to default to "last channel used" within ticket settings, so that if an end user replies to a messaging conversation by email, an agent automatically has email as the default public reply channel.
Agent workspace allows for easy communication with customers on multiple channels, and to easily change between channels based on a customer's preferences.
Right now, the default reply channel is "messaging" if messaging has been used in a conversation. In our business, many of these change over to "email" as the continued form of communication if further follow-up is needed.
At present, it is necessary to change the channel from "messaging" to "email" every time an email is sent, and the last channel used is not persistent each time a ticket is handled by an agent.
Business impact of limitation or missing feature:
Around 30% of our messaging conversations change to email after the initial conversation is started. Having the default be messaging every time a ticket is returned to makes it so that sometimes a message is accidentally sent when the intended channel of reply is email. (Messages are sent by hitting enter, so if the channel hasn't been changed prior to typing an email, it's easy to send a message that simply is the beginning of an email.)
We utilize continuous conversations so the customer does receive a copy of the message sent via messaging, but the end user experience is different between notification of receiving an email update to a ticket vs. notification of receiving a new message in a conversation. When email updates are sent, the prior history of the conversation is present, while with the continuous conversation notification, the prior history is not present. (We have excluded "update via messaging" from our email notifications to prevent duplicate emails to end users.)
The changing back and forth between channels rather than switching from messaging to email seamlessly can be confusing for the end user and we'd like to avoid it by changing over to email as soon as the end user changes to email.
Having the default set based on last channel used would also improve agency efficiency by reducing overall handling time of a ticket.
Adding this to the ticket settings options in the form of "default public reply channel is last channel used" that was recessed under the option to have the default reply as public reply, would improve both the agent and the end user experience.
Thanks for sharing this detailed feedback and for using the product feedback template, Trudy.
If other users have similar needs, please be sure to upvote Trudy's idea, and add any details in the comments below.
We're running into this same issue as well. In addition to the inconvenience of changing a channel BACK to email every time we want to continue the conversation via email, the risk of an agent accidentally hitting "enter" and sending an incomplete message is significant.
If anyone has found a fix or workaround for either of these issues, I'd love to hear it as well!
No fix or workaround other than after you've embarrassed yourself enough times, you become paranoid about messaging conversations and double (or triple) check before you start to type a reply.
I have been told this is on the roadmap in a feedback session I had a number of months ago - but I don't know anything about timing or implementation.
This is a huge complaint from my team. We are constantly hitting enter to start a new paragraph. I tried to look into creating an Email Follow-up macro, but the only comment mode options are public or private. I’m hoping this feature is on the horizon soon, even if only through a macro the team uses.
It would be great to be able to have the option to change the channel , mainly due to Whatsapp tickets that have passed the 24 hour window and we need to close massively by email.
Hi there Gabriela,
I hope you had a great weekend! We appreciate your feedback and understand that switching channel from social messaging to e-mail is helpful so as to be able to continue assisting end-users when passing the 24-hour mark.
However, this can only be done when the end-users have an e-mail address on his/her/their profile. Right now, the best way to bypass Meta's 24-hour rule is to subscribe to SunCo (Sunshine Conversation). Please let me know if you would like to know more so I can reach out to your account manager.
Alternatively, what we recommend Zendesk users is to send an auto-responder during offline hours and let their customers know that they are unable to respond via WhatsApp and to reach out via e-mail instead.
Please let me know if you have clarifications and I will be more than happy to check them for you.
hi, also our agents have requested to have the default reply channel the last channel used. For example if the ticket came through chat, then default reply channel is also chat. We are using agent workspace.
This has been coming up as feedback from my team too. Multiple times they've sent "Hi [name]" as an email because they hit enter and didn't realize the mode had defaulted back to messaging. Once a ticket has become email channel, it should stay that way as the default.
It's very inconvenient that there's in incoming Messaging ticket and that we change the channel to email to solve the ticket. But if the ticket is reopened, the channel is back to messaging.
This doesn't make sense at all and it's very inconvenient.
The last channel used should be the channel to which the ticket is reopened.
Please sign in to leave a comment.