Improvements to allow messaging to accept chats in queues (features that existed in legacy chats)
Posted Apr 07, 2025
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
- Currently, chat is routed to all agents in turn through a round-robin method, leading to longer wait times for end users.
- If you improve to accept queued chats as before, you can shorten the chat waiting time for end users.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Right now, we can only accept tickets assigned to the agent, but we need to make sure that the chat in the queue is also accepted by the agent.
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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