Transfer SMS Back to QUEUE?

[VoiceAndMore]

We have a QUEUE for support. An agent can take ownership of a message, and can transfer to another Q or person. But if that agent needs to transfer back to support Q it came in on, it errors out saying that it can't transfer to same Q.
Can / will this be fixed?

The main problem we have is that when a tech takes ownership and then DEALS WITH a chat, it is archived and the next time the person SMSs in it starts a NEW message. We would like to keep the entire history with a person in a single thread.
Any other thoughts on how to accomplish that?

 

[TheodorosG_3CX]

This is expected as the chat is still "answered" from the queue and cannot be re-routed to the same destination.

 

[VoiceAndMore]

Thanks for getting back to me. Is there any other way to get the SMS back to the Q so that another tech can take it? Or so that the next time they SMS in, it goes to all members of the Q and they see the history?
Really interested to KEEP the history of the chat with the end user.

 

[NicholasP_3CX]

You could utilise a CRM integration to journal the chats so that all chats will be sent to the customers' CRM entries.

So along with any possible calls you could log, the chats and SMS will also be added here as well under the activities.

 

[TheodorosG_3CX]

To add further here, journal will only be triggered once the user has closed (Dealt With) from the client otherwise it will still considered as an open conversation.

 

[TechnoPhreak]

Putting a conversation back in queue is considered to be a required feature by many.

Whenever an agent goes on break or ends a shift, it makes it impossible to continue the conversation without transferring the chat to another agent.

An even better way to handle this would be to be able to automatically put a conversation back in queue when an agent is no longer available. (maybe a toggle option in the queue itself)

--

We have more than one client who have decided to go with a competing product based on this alone because it was causing too many (end user) frustration. I really wish this was made available already.