We would like the ability to redirect chats (after they have been initiated with an customer service rep), if the client responds to the chat but the customer service rep is unavailalbe.
For example, our service rep has an open chat with a client at 11:00. The client isn't responding and so the service rep breaks for lunch a 1:00pm. Finally the client responds at 1:15; however their rep is unavailable. In this case we would like the conversation to rotate to someone who is available to continue their service instead of having to wait until their orignial rep comes back from lunch.
This features should be able to turn on and off based on the complexity of the conversation. For example you have have the feature turned on default massively but choose that certain conversations that have more background perhaps you continue to give that service.
Similarly, it would be wonderful if chats that are left "Unassigned" because no rep is currently available, are automatically re-assigned once a rep is available. We still capture chats outside of office hours and let them know someone will reach out in the morning, but it's too easy for these chats to be neglected without managers constantly monitoring the "unassigned" tab.
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