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andysax84 Transfer chat
Hi all,
I'm using the capabilities of Salesforce Live Agent chat and I noticed that when the chat is transferred from one agent to another all references (leads , cases and so on) are lost.
Scenario:
The agent accepts a chat with a new client and during the conversation begins to create and fill a new lead and a new case. At one point, unable to meet the demand of the customer, he decides to transfer the chat to an agent with more skill. He saves the lead and the case and associates them with the chat details. When he pushes the transfer button, the console opens a pop-up that says that all references will be lost. If he continues, the new operator will not be able to recover either the lead or case and he will have to generate a new ones making a mess.
My question is: "in the process of chat transfer, is there a way to make sure that the records created during the chat are transferred as well ?" The behaviour I would expect in tranferring is that everything was opened in agent A' console will be open in agent B' console.
Note that there are no customizations in this process.
Thank you,
Andrea
I'm using the capabilities of Salesforce Live Agent chat and I noticed that when the chat is transferred from one agent to another all references (leads , cases and so on) are lost.
Scenario:
The agent accepts a chat with a new client and during the conversation begins to create and fill a new lead and a new case. At one point, unable to meet the demand of the customer, he decides to transfer the chat to an agent with more skill. He saves the lead and the case and associates them with the chat details. When he pushes the transfer button, the console opens a pop-up that says that all references will be lost. If he continues, the new operator will not be able to recover either the lead or case and he will have to generate a new ones making a mess.
My question is: "in the process of chat transfer, is there a way to make sure that the records created during the chat are transferred as well ?" The behaviour I would expect in tranferring is that everything was opened in agent A' console will be open in agent B' console.
Note that there are no customizations in this process.
Thank you,
Andrea
As per design transferring chat does not involve reassignment of cases/leads etc. I would suggest you to post this requirement as an idea in idea exchange portal if you wish to have such functionality in near future release:
link: https://success.salesforce.com/ideaSearch
I too have the same problem. My requirements is to transfer chat from one agent to another agent.
I have configured two skills with single agent. When the customer chat with agent with the corresponding skills. And he want's to transfer to another agent with another skills. The problem is i can see the "Chat Transfer" image. But it is disabled. And i could not able to proceed.
Could you pleae guide me regarding this issue how to procced to enable it..
Thanks,
Vetri.