Make chat-reassignment visible
When a chat is reassigned to another user, this event thos not show-up in the chat. Therefore the customer does not know he is beeing reassigned. Also in slack there is no trace of the reassignment, so people get easily confused of who is now actually chatting...
There should be an event inserted into the chat-transcript when a chat is reassigned, for everyone to see.
SnapEngage did handle chat reassignment very well.