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Question related to "Announcement: Update to the the end session feature for messaging conversations".



已于 2024年11月22日 发布

Hello team!

Does this announcement mean that when the messaging ticket session ends, it no longer counts toward the agent's capacity?

In our case, after the session ends, the same ticket is escalated to another area. Can it count toward the agent capacity of this last area? Or will that only be possible when "In the future, enhancements will allow you to apply email routing and capacity settings to conversations with ended sessions."?

Thank you in advance for your comments!


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Shawna James

Community Product Feedback Specialist

Hey Florencia,
 
Thank you for your question. Can you please link the announcement you are referencing? I can't see anything here. Looking forward to hearing from you!

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