Messaging - allow chats to be passed to another agent if away
sometimes our customers start a conversation and then go away and come back hours later and the ticket opens up again with the original agent, unfortunately sometimes the agent that was chatting with them is at lunch or otherwise unavailable, so the customer has a bad experience and there were other agents that could of provided assistance at the time
there doesn't seem to be a way for these tickets to be assigned to someone else who is online when this happens so someone else could provide support for the client
hoping this can be available in the future
With omnichannel routing,the ideal would be a trigger which has two conditions:
a) Agent has status = Away or Offline
b) Ticket status change from Pending to Open
and then the action would be to set the Assignee = NULL which would have the affect of putting the message back into the queue to be assigned to another agent.
However we dont have that currently (its on roadmap)
A potential (but not ideal) workaround is:
1) When agent goes away from desk or ends shift, she bulk edits all her messages to add a tag to them e.g. 'Out_of_Office'
2) There is then a trigger which has two conditions:
a) Tag 'Out_of_Office' is present
b) Status has changed from Pending to Open
and the action is set assignee to Null
Not ideal as it requires agent to have the discpline to add the tag in the first place......
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