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How can we display different standard text on transferred chats vs regular chats?

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edited Oct 3, 2018 6:25PM in Agent Desktop 1 comment

Summary

Want standard text when chats are accepted to be different from when chats are transferred

Content

Summary:
How can we display different standard text on transferred chats vs regular chats

We are trying to improve customers satisfaction scores when a chat session needs to be transferred to another agent.  

Is there a way we can populate different standard text when the transferred chat session is accepted by the new agent?   

Currently, when the initial chat session is accepted by the agent the standard text says "How can I help you?".  Also, when the chat session is transferred the customer again gets the same auto-text.  However,  customers express frustration that the agent is not reading the entire conversation when the chat is transferred.   

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