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Status Under review
Created by Kaci Joslin
Created on Aug 26, 2022

MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email

In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Support Team and we'll respond via email as soon as possible.". The 'Customer Support Team' text is a hyperlink to our support email at "abc@abc.com".

If a customer clicks this it composes a new email and they go back to the end of line even though they've been waiting in chat attempting to get ahold of us for a while already. Could we add logic so that when a customer clicks on that hyperlink to the email address it holds their place in line looking at when they initiated their chat?