Why members in group can't just reply in messaging directly?
I start using messaging(Chat) recently, set tags for web-widget message, and set trigger to make tickets assigned to a group automatically. But members in the group need to click "take it" and "submit as open" before they can reply to customer...Why members in the group can't just reply? It's a bit ridiculous honestly if I need to do these operations before reply to an instant message, which is highly time-sensitive. Hope this can be reconsidered and fixed.
-
Hi Zilong,
I'm wondering why the accept chat button is not considered to serve these kind of conversations. Currently without taking or owning the ticket it's not possible to contribute on the same -
Hey Arpan,
Thanks for your response!
Actually my account has been upgraded to agent workspace (not zopim) so I can't reply in Chat interface. Would you mind to let me know from where can I find the "accept chat" button?
-
Agree with the above, this seems an unnecessary waste of time.
-
Hello Zilong and Rachel,
When you have Agent Workspace enabled in your account, it is required for your agents to "Take it" the ticket and "Submit as Open" before they can join and respond to the chat. This is a native behavior for answering a message in Agent Workspace. Without manually assigning the ticket to the agent, the comment box will show the message View only. Only the assigned agent can join a live conversation. You can also visit this article for more information.
Hope this helps.
-
Hi Joyce,
Thank you for your response. But I think the reason we (customers) came here is to seek chances of improvement, not just for descriptions or explanations. I hope your team takes the voice of customers seriously.
댓글을 남기려면 로그인하세요.
5 댓글