SMS Conversation Assigned to Different Agent During Active Voice Call with Same Customer
We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.
Workflow:
- An agent is on an active voice call with an install partner
- During the call, the agent asks the customer to send photos via SMS
- When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice call
Our goal is to have the SMS conversation remain with the same agent handling the active call, allowing them to continue the interaction without transferring context or involving another agent
2
votes
Mark Anthony
shared this idea