Transfer Advanced Routing Chat but need new skill
We have a bunch of skills routing into a single TechSupport queue. Agents get assigned chats based on their assigned skills. Works great!
However, if a chat comes in with product X associated with it and our agent realizes the customer selected the wrong product, we need to transfer that chat to someone else. If I select a different product Y in the chat workspace and then transfer back to the queue, it ends up coming right back because it didn't change the product/skill and the system thinks it is still a product X chat.
How do I change the skill associated with a chat so that transfers to queue get re-routed based on the newly selected skill?