Hi,
OK, so I'm working on some POCs for the business and need to cover some edge cases. One of the channels I'm looking at is SMS.
So, unless I'm missing something, as long as a customer responds within a pre-determined period of time (which can be up to 72 hours, 3 days) then the inbound SMS gets routed directly to the assigned agent, bypassing the Inbound message flow. This is good. This is what we want.
BUT, say for example an Agent is having a conversation via SMS with a customer and then the end of the Agent's shift comes, they log out and (for the sake of argument) go on PTO for a period of time. The customer responds to the SMS within the 72-hour window, but will just stay on the Agent's queue until they return? Is that correct?
What we REALLY want is a form of Preferred-Agent routing whereby if the Agent does not receive / pick up the interaction within a pre-determined period (because they aren't at work) the SMS reverts to the Queue (but ideally keeps the conversation history for the next agent that picks it up!)
So, Q1 - Am I interpreting the way it works correctly? Q2 - How do others deal with this particular edge case?
TIA
#ArchitectureandDesign#DigitalChannels#Unsure/Other