Learn about Redwood and be one of the first to join the conversation

Visit Redwood Community
Chat transfer triggers incident closure email and survey to customer — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Chat transfer triggers incident closure email and survey to customer

Accepted answer
7
Views
2
Comments
edited Sep 11, 2017 11:31AM in Communication Channels 2 comments

Content

We're planning on introducing a second chat queue to our interface. Chat sessions will be routed to this queue both by a product/ category rule and manually by transfer from the existing queue. During initial tests we've found that when the chat is transferred from queue A to queue B, the incident closure email and incident resolved survey are both sent to the customer.

Has anyone encountered this behaviour before? I assume it's linking the chat to a new incident at the point of transfer and running through the rules, which ideally we'd want to prevent.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!