It would be amazing if an ongoing conversation session could stay open when the prospect/customer is writing and we are advising to click somewhere else.
The chat is gone everytime and the prospect/customer might have not seen the last message, and needs to submit his/her email again to be recognized.
This is especially important in the inbound chat where we can not follow up with prospects that did not leave their email address and might not be used to this.
We use chats specifically for our support team (ServiceHub). This is a functionality that was standard in our former ticketing software. This is a huge pain point for our support team since they cannot help clients walk through our app without losing the chat which is terrible for the client and basically makes chats ineffective for our support team.
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