Agent is not disconnecting while processing Flow Transfer on Chat Channel.

Question

Hi, We are facing Issue on Chat Channel.

After Customer and Agent interaction is done, Customer need to continue with some other service. Hence Agent is transferring the Chat interaction to another Self Service Flow. During this process, Customer needs to continue with the Self service and Agent needs to disconnect from the interaction. But Agent is not getting disconnected from the interaction. We need a solution for this.

rePost-User-6060547 · Answer

Hi Aanto,

In your contact flow you could use the “Set Disconnect Flow” block to set the disconnect flow to a new flow which would prompt the customer if they would like to complete additional self service tasks, or a post call/chat survey.

That way all your agent has to do is disconnect the call and the customer would be offered self service if they want it, or to do a post call/chat survey and disconnect.

Agent is not disconnecting while processing Flow Transfer on Chat Channel.

Add your answer

Relevant content