"You cannot transfer this conversation to the same Queue"

[pacmanfan]

We are regularly getting this error when trying to handle SMS conversations. We have one queue which all our agents are in, but when an agent is set to DND/away, it seems like new SMS conversations created while the agent is away do not include that agent. When the agent returns to available, they cannot see the conversations that were created in their absence. The agents that can see the thread are trying to transfer the thread to the returning agent, or to the queue, but get this error instead, and there's no way for the returning agent to see the conversation. We cannot support our customers well through SMS right now, and it's a big problem for us. Being able to transfer a conversation back to the queue and assigning all agents at the time of transfer would be an improvement, but still leaves a situation where an active agent cannot see all conversations in the queue if another agent would forget to transfer the message. We really need to have active agents see all conversations in the queue, regardless if the agent was away or available when the conversation was created.

 

[YiannisH_3CX]

Hi @pacmanfan

but when an agent is set to DND/away, it seems like new SMS conversations created while the agent is away do not include that agent

This should not be the case. When a new SMS conversation hits a queue all agents are notified. If you have the users web client open at the time you will see the new SMS message even through the agent is DND/Away. I am guessing the agent is not logged in so he does not see the new SMS messages as they are taken by someone else. Check and let us know.

The agents that can see the thread are trying to transfer the thread to the returning agent,

This should be possible. Make sure they are transferring the conversation directly to the extension.

or to the queue

This is not possible and we are aware of it. Once a conversation is taken from a queue it cannot be transferred back into the same Queue. This is because the chat technically still belongs to the Queue so it cannot be transferred back to the Queue.

Being able to transfer a conversation back to the queue and assigning all agents at the time of transfer would be an improvement, but still leaves a situation where an active agent cannot see all conversations in the queue if another agent would forget to transfer the message. We really need to have active agents see all conversations in the queue, regardless if the agent was away or available when the conversation was created.

Once a conversation is taken by an agent only that agent and the Queue manager can see the conversation. The solution to your issue would be to instruct the agents to not take the conversations so those are available to everyone.

Hope this helps

 

[pacmanfan]

This should not be the case. When a new SMS conversation hits a queue all agents are notified. If you have the users web client open at the time you will see the new SMS message even through the agent is DND/Away. I am guessing the agent is not logged in so he does not see the new SMS messages as they are taken by someone else. Check and let us know.

Ok, we've been testing with conversation threads from different numbers, and indeed it is possible for an away/DND agent to receive a message coming to the queue. I think you are right about the problem being with "taken" conversations. We no longer take them, but months ago we did. Maybe even after we have done Dealt With and then Delete on a taken conversation, if that customer starts a new SMS conversation it does not go to all queue members, so only the original "takee agent" and the queue manager are in the conversation? There's no way to make all my agents queue managers, is there? Is there any way to fix it so these customers where we "took" a conversation in the past can have a conversation with all queue members again?

Thanks!

 

[SweetAction]

Ok, we've been testing with conversation threads from different numbers, and indeed it is possible for an away/DND agent to receive a message coming to the queue. I think you are right about the problem being with "taken" conversations. We no longer take them, but months ago we did. Maybe even after we have done Dealt With and then Delete on a taken conversation, if that customer starts a new SMS conversation it does not go to all queue members, so only the original "takee agent" and the queue manager are in the conversation? There's no way to make all my agents queue managers, is there? Is there any way to fix it so these customers where we "took" a conversation in the past can have a conversation with all queue members again?

Thanks!

Once a SMS is dealt with, it should hit all queue members again. Dealt with basically "unmarks" it from when it was taken.

 

[pacmanfan]

Aha, we fell out of the habit of hitting Dealt With. That seems to be solving this problem for us. It should help with the slow load times in the Archived section, also. Downside is we will lose the conversation history with our customers, but that's less important than reliable communication, so I guess we'll pick our poison on that one.

 

[pacmanfan]

Ok, we've got a new problem that seems related to this, so I'm dropping it in here. Now that we are doing Dealt With and then Delete to clear out conversation threads that aren't active, we have agents regularly creating new outbound SMS threads to our customers. When an SMS is created to a "new" number, then transferred straight to the queue so other agents can handle it, agents on DND are not able to see this thread. I imagine a "solution" to this would be to create a new outbound message, transfer it to the queue, send a message, then immediately hit Dealt With so that when the response comes in from the customer our DND/away agents can view it later... But then we can't see what was sent to the customer that triggered them to respond!