Hello all,
I have a client that needs to have multiple employees view SMS conversations at the same time, and chime in individually when needed.
We have inbound SMS going to a queue, and we have the "Take Control" option enabled in the queue so responses don't automatically take ownership of the chat. This works exactly as we need it for SMS messages that start when the client makes the initial message.
My issue is when an employee starts a conversation.
I have tested transferring to the SMS queue, which does allow everyone else in the queue to see it, but the user that transferred the chat isn't included in it anymore (even though they are part of that queue).
The only option that seems to work is to mark the chat as "dealt with" right after the initial SMS is sent, and then the responses will come into the queue naturally. My issue with this is that nobody will see the context for the response from the original message as it will start a new thread.
Is there a way around this that anyone has found?
I have a client that needs to have multiple employees view SMS conversations at the same time, and chime in individually when needed.
We have inbound SMS going to a queue, and we have the "Take Control" option enabled in the queue so responses don't automatically take ownership of the chat. This works exactly as we need it for SMS messages that start when the client makes the initial message.
My issue is when an employee starts a conversation.
I have tested transferring to the SMS queue, which does allow everyone else in the queue to see it, but the user that transferred the chat isn't included in it anymore (even though they are part of that queue).
The only option that seems to work is to mark the chat as "dealt with" right after the initial SMS is sent, and then the responses will come into the queue naturally. My issue with this is that nobody will see the context for the response from the original message as it will start a new thread.
Is there a way around this that anyone has found?
