Support Chat box
When Agents or MCTT use the "Chat with Support" option a pop-up box appears. This chatbox is tied to whatever Command Page you are currently on when opening the support chat.
My recommendation is for this chatbox to follow the user if they leave the page. If they make any changes to the command page or refresh, the chat will force close and lose progress. You receive a follow up email with the transcript of the chat, however there isn't a way to reunite with the support agent who was assisting. This causes frustration on the agent, admin and support ends. This requires us to open a new support chat or hope there was enough detail provided before the chat closed.
Kennedy Lawton
shared this idea
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Kennedy Lawton
commented
When Agents or admins engage in the "Chat with Support" option, the chat box is directly tied to the Command page it was opened on. If the agent refreshes or moves from this page before they are done with the chat support, the chatbox closes. The progress is sometimes lost or you receive an email with the support transcript.
This causes frustrations with the Command user as they will have to restart the chat and repeat any of the details provided. This also opens redundant and partial tickets to the Support chat staff.It would be ideal if the chatbox followed you from page to page without ending or terminating the session with support.