How to keep the inbox organised when auto assign chats is switched off

[Joop]

In order to keep the chat history visible for all agents we don't want to assign chats. (See: https://www.3cx.com/community/threa...when-a-chat-is-dealt-with.119485/#post-556201)

But how do we keep the inbox organised if nobody assigns the chats? When archiving an unassigned chat, it remains in the inbox for all other users.
So is it possible to archive a chat for all users?

 

[Evolute IT]

Someone needs to take the conversation and mark it as dealth with. There's no other way.

 

[Joop]

Thanks for this quick reply.

I understand, but when we assign a chat and mark it as "dealt with", the chat history is not visible in future replies. Is there another way to keep the chat history when assignig a chat?

 

[Evolute IT]

Thanks for this quick reply.

I understand, but when we assign a chat and mark it as "dealt with", the chat history is not visible in future replies. Is there another way to keep the chat history when assignig a chat?

Have you looked at the Interaction History in the information panel of the chat? They should show up there with links to each conversation.

 

[Joop]

Yes, I saw this in the information panel. But in the interaction history I only see the data of the current conversation. No messages but information like who took the chat and at what time.

If a chat is "dealt with" and a few minutes later the same client replies to a this chat, we can't see the messages in the pervious conversation. That is a problem if an other user takes this 2nd chat.