focused Chats
Migrated from Canny.
Canny Post ID: 66f256eadc0fb14420b2c63e
Canny URL: https://spur.canny.io/admin/board/feature-requests/p/focused-chats
Category: Improvement
Original status: open
Original votes: 1
Original comments: 0
Original author: Ashish Lohani
Created at: 2024-09-24T06:06:34.045Z
Original request details:
Can we not just have the chats which are being reading the messeges and replying to that in closed and open ?
Currently all customers chats are coming into the box which is making unclear and few customers chats are ignoring. we have to always go on unread messeges.
and also can we have agents tabs seperate , like agents should not see each other messeges , and only when we do reassign. only Admin can look for all messeges.
This will increase the customer satisfaction and reply will be faster , as currently after broastcast..
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REQUEST_SUMMARY_V2 Problem - Can we not just have the chats which are being reading the messeges and replying to that in closed and open ? Currently all customers chats are coming into the box which is making unclear and few customers chats are ignoring. we have to always go on unread messeges. and also can we have agents tabs seperate , like agents should not see each other messeges , and only when we do reassign. only Admin can look for all messeges. This will increase the customer satisfaction and reply will be faster , as currently after broastcast.. Expected behavior - Support this behavior in shared inbox without manual workaround - Maintain clear ownership and state transitions for conversations - Keep agent actions auditable in activity logs Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: Improvement
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