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Chat queue not updated after the chat transfered to different interface queue

Accepted answer
edited May 1, 2018 5:10PM in Communication Channels 4 comments


Hi All,

We have two interfaces for sales and support. Sometimes customers use the sales "Chat" link to initiate a chat for support and the sales team transfers the chat to support queue (diff interface). We have observed that the Queue is not automatically updated when the chat is accepted by agent of support queue.

Is this default behavior ? Do we have any process to update the interface & queue after chat is transferred (I tried chat workspace rule and it didn't help).

Thanks in advance.


Service Cloud 17D

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