We have just finished a trial of the messages module and a major reason wh your sales team decided to revert back to our old platform was an inability to transfer chats between users.
THis is critical for us as if someone is asking a question that a colleague is better placed to answer, it is so much easier to simply transfer that conversation to that colleague.
Likewise, if there is no response for a set amount of time, the chat should be set to transfer to another user that is online.
THis is a basic functionality on all other live chat platforms we have looked at.
We also need this functionality. It’s a major drawback for us in utilizing the messages tool.
Agreed! It would be great to be able to have certain people manning the chat sessions, but then if they don’t have the answer to a detailed product question that someone asks them, to be able to forward that message to someone who can answer it, instead of taking up time telling people we will get back to them later.
@hroberts did you mean to include a comment above?
And again, there is no comment…
@Nwclark85 she’s not commenting (it’s confusing), she’s updating the status. You’ll see the status change in the blue header to her message!
@hroberts When do you expect these two updates to go live in messages? We will be switching from our current patform once in place.
I’m happy to announce that all Messages customers now have access to Conversations, which includes the ability for users to reassign chats!