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Chat transfer triggers incident closure email and survey to customer

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


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.

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