ZenChat - Any way to not lose already typed text when a customer disconnects?

3 Comentarios

  • Devan - Community Manager
    Zendesk Community Team

    Hello Daniel,

    To confirm your request, you are asking if it is possible for an agent to recover what they were typing to a customer that had yet to be submitted to the customer who disconnected or more of a transcript of the overall conversation before the disconnection took place?

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  • Jolanda Jokinen

    I have exactly the same issue: when an agent is writing something in chat, but customer disconnects before agent submits the message, the whole message is gone. 

    It would be great to be able to copy the already typed message to a new chat (if customer starts a new one) or to an email. 

    So to reply to Devan - Community Manager, the request is to not to lose the already typed message, or to be able to retrieve it. 

    Is there a workaround for this? 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jolanda Jokinen,

    I understand how losing something you've drafted when a customer drops a chat ending the conversation can be frustrating. As our base product currently stands there is no way to retrieve anything typed into the chat once the user has left. I would recommend sharing your suggestion to have this changed on our product feedback forum so our developers can consider this feature request for future updates. 

     

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