User leaves the conversation; agent loses unsent message


2 Comentários

  • Jackie Kyrylenko


  • Sarah Darmawan
    Zendesk Product Manager

    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!


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