Chris Whyno

Our organization migrated to Agent Workspace about a year ago and switched from Chat to Messaging. Since then, we have experienced a lot of dropped chats. Our thought was to hopefully swap back to Chat and go back to our consistent level of service.

That said, we would also like to turn Agent Workspace OFF and go back to the regular chat dashboard/widget. Would anyone happen to know if there would be any consequences aside from not having to handle chats within the ticket view anymore?

Thanks!

Interesting. Whenever we have reached out, we've been told there is nothing that can be done and it must be a browser issue.

Our org used live chat for a while and experienced decent success. We then transitioned to a tiered support system where specific routing was needed, therefore messaging became the requirement.

Since being in messaging, we've experienced issue after issue relating to dropped chats. Clients speak with our agents and start explaining their needs, then the message will disconnect causing a terrible client experience. 

The support we've received has consistently said it must be a browser issue on the clients' end. However, with how frequent this is, paired with them already being in the conversation, there has to be something else.

Has anyone else experienced something like this? Has anyone utilized routing with standard chat in any way?