Reassign a chat without ending a chat

10 Commentaires

  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Victoria Thrash

    Chats would end if the assigned agent is offline at the time of transfer. This is due to the real-time nature of chats and the inability of offline agents to respond to the chat. 

    Do let me know If this is not the case and we can dig further for you.

    Regards,

    Ayush

    -1
  • Banner Peksa

    Our users get the same prompt Victoria mentioned above, but they receive it even when attempting to transfer to an agent that is online.

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hey Banner Peksa,

    You will usually get a prompt that chat will be ended if your agent is transferring the chat to an offline agent. Tip: your agents can identify if an agent is online if they can see a green circle around the agent's picture:


    For more information, you can check this: Transferring a chat

    I hope this helps! 

    0
  • Banner Peksa

    Right, that's exactly what Ayush said above, and I read that article. One issue I have with that is that for starters, no one has a green circle. Online status is denoted with a green dot as shown in the picture attached. The second issue is that when I try to transfer to an agent that is displaying the green online status, I still get that warning.

     

    It makes me wonder if there is an issue using this function in the Agent Workspace as opposed to using it in a separate chat dashboard. I haven't been able to find any help articles indicating that is the case, but it's the only reason I can think of why what I see online doesn't match what I see in Zendesk.

    0
  • Banner Peksa

    So I get the exact same message when I try to transfer the chat to CMOORE, who is most definitely online.

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hey Banner Peksa

    This sounds like we need to further investigate the issue. I've created a ticket on your behalf so we can troubleshoot the issue together. Please check your email for more information. Speak soon! 

    1
  • Peter

    Hi Hiedi-Kysther,

     

    has this issue been resolved since? I am having the same issue and was wondering if there was a fix.

     

    Thanks!

     

    Peter

    0
  • shelley

    We have just transferred over to Agent Workspace Chat and are experiencing the same issue where agents are ONLINE however when they transfer the chat ends, was there a resolution? Would be helpful it it was posted to help others.

     

    0
  • shelley

    With the help of ZD support I was able to work out the issue, it is literally just ticking a box.

    1. Go to Chat Dashboard

    2. Settings / Departments

    3. Make sure the required Departments are 'Enabled for Chat'

    4.  Click on the Department and click the box 'Enable in Chat'


    https://support.zendesk.com/hc/en-us/articles/4408824439194-Serving-chats-in-the-Zendesk-Agent-Workspace#topic_cqb_whz_c3b

     

     

    1
  • Brett Bowser
    Zendesk Community Manager
    Thanks for taking the time to share this with everyone Shelley!
    0

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