If I have a customer connected with a rep, and the rep loses power or unable to continue supporting that customer, is there a way for me to transfer that messaging interaction to another available rep? I have looked through the help articles and the options in message details but don't seem to find a solution to this problem. Any guidance or documentation on this topic would be helpful. 

#PlatformAdministration

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Emmitt McCurdy
Wolters Kluwer United States Inc.
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That Messaging session will still be connected to the agent if they were to go back into the UI for that 72-hour period.  What you could explore is a trigger for agent end (which might not fire in this case) and a workflow that transfers the session back to the queue.  The big problem here is how do you know when to do this?  I guess check logged-in status of the user and see if they are still connected before transferring it.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 10-07-2024 13:25
From: Emmitt McCurdy
Subject: Transferring Web Messages... How to?

If I have a customer connected with a rep, and the rep loses power or unable to continue supporting that customer, is there a way for me to transfer that messaging interaction to another available rep? I have looked through the help articles and the options in message details but don't seem to find a solution to this problem. Any guidance or documentation on this topic would be helpful. 

#PlatformAdministration

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Emmitt McCurdy
Wolters Kluwer United States Inc.
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