Is there a way within Intercom Inbox where the following scenario would be possible:
- A user starts a conversation with an agent (Agent A). After some conversation has occurred, the agent recognizes this chat should be seen by a co-worker on Team B, but everyone on Team B is currently busy and the user would like to continue chatting with Agent A in the meantime.
- Agent A “tags” the conversation “for Team B”. When someone from Team B is free, they know to search for messages marked “for Team B” at which point they can take over from Agent A.
So, the issues here are “search for a tagged conversation that’s still assigned to another agent”, mainly.