Warm Transfer Chats in Agent Workspace


3 コメント

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Khajik,

    Thank you for the detailed feedback. We do support warm transfer for accounts opted into Messaging. The agents / supervisors will be able to use Internal Notes on the ticket for discussion before transferring the conversation. 

    How do your agents collaborate currently? I was wondering if there are Apps that I can recommend for this. 

    - Prakruti

  • Khajik Khajadourian

    Hello Prakruti,

    Is that a warm transfer where both agents can be in the chat at the same time? This was something we were able to do prior to Agent Workspace, so I'm hoping Zendesk can bring this back. 

    Our agents collaborate via Slack currently. 

  • Siobhan Hitchmough

    Would love to add my voice here as we have found it significantly improves the experience for our customers to have their current agent remain in chat until it's fully handed off to the new agent. Without it it can feel like being abandoned.



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