How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning? It seems like this should be built into the functionality of re-assigning tickets when an agent is Away & Reassigning...
Answered
How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning?
Best answer by Aparna
Hey @lex! Currently, there isn't an option to reassign the conversation that gets reopened after snooze when a teammate turns on the away and reassignment. The conversation will be reassigned automatically to the relevant team only when there is a reply from the customer after away and reassignment mode is turned ON. If there is no reply it will be in the teammate's Inbox. The best practice, for now, would be to pass any ongoing conversation to the team Inbox before turning ON the away/reassignment.
+5- Employee
- Answer
Hey @lex! Currently, there isn't an option to reassign the conversation that gets reopened after snooze when a teammate turns on the away and reassignment. The conversation will be reassigned automatically to the relevant team only when there is a reply from the customer after away and reassignment mode is turned ON. If there is no reply it will be in the teammate's Inbox. The best practice, for now, would be to pass any ongoing conversation to the team Inbox before turning ON the away/reassignment.
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