User leaves the conversation; agent loses unsent message
RespondidaThere is a reoccurring issue going on with your chats on the user side: the user loses chats and is forced to start a new session.
When the chat ends, the unsent message on the agent side disappears. This creates a very uncomfortable problem for the agent. When the user opens a new chat, you have to write your message all over again.
I recently had a user lose his chat and come back, like, 10 times! It was very exhausting. I am sure for the user as well.
It doesn't look like support is willing to help, so I hope someone will help me understand what's going on here. And who decided that removing unsent messages after the user leaves the conversation was a good idea...
-
Anybody?
-
Hi Jackie,
Specific to Chat, when the Chat has ended due to the visitor leaving/disconnecting from the session, the agent could actually select the option to Continue Chat to access their previous draft. In the event the end user writes in again and the same agent has been assigned the Chat, they could use the same message they had previously drafted to assist the end user.
As Chat is session-based, session disconnections and losing past history is an intrinsic part of the experience. Zendesk has addressed this through the Messaging offering where conversations are no longer session based so both agents and end users can have full context of their interactions so far.
Hope this helps!
Por favor, entrar para comentar.
2 Comentários