How to respond to chat (web widget) tickets via mobile app?
A client of ours (1 Agent only) is often on the road and thus, is forced to use the mobile apps almost 50%.
However, the experience is extremely limited and we're considering to switch systems, as we encounter several problems:
- he cannot answer Chat Tickets (via embedded web widget) in the Support App and needs to switch to the Chat App. Which is not really efficient, but can be dealt with.
- however, he's neither able to reply to a client's request in the Support App nor in the Chat App, when the Ticket was generated, while he was offline. ("Offline Chat Ticket"). He gets the error: "Another agent is talking to this customer … " although, he's the only agent. This means, he cannot reply to the customer request until he's back at the store?!
Is this a bug or has anyone solved this issue in another way or can recommend another solution?
The customer service promised to take care of it — but nothing has changed over the course of a year.
Thanks!
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Hi Phil,
Thanks for taking the time to post in our community.
In relation to the Chat and Support apps, if your client is using Chat and Support, then they will have to use the two different apps, the Support one for dealing with emails and the Chat one to answer live chats.
One way to use only the Support app would be to transition your customer off Chat onto Messaging which the Support app handles.
I'd be happy to set up some time with you to discuss further if you'd wish.
Thanks,
Will
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