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Chat Que - Shared Inbox
Hello! Hoping for some help /guidance - I wanted to review a text I have just "resolved" in the chat que. When I go to the Messages section It shows all of my chat que texts but it doesn't s...
mkeaton good to see you around and Happy New Year!
I'm not sure what's going on here and I'm checking with the team on this and hope to have a response for your soon. I'll post here as soon as I learn more. Thanks for your patience as always.
Hi mkeaton From the team, resolved conversations are available to read only from the Analytics (which usually agents don't have access to unless they are also supervisors, but I am assuming you have those privileges). The only way an agent could communicate back to their customer is for the customer to send a new chat or for the agent to use another DID to text.
Let me know if this helps or if you have more questions, I'm happy to reach out. Thanks as always!
KateG Thank you for getting on those answered I think the only one thats left is this one :
"If the chat q has a schedule set to be always closed.. should text msgs still be dropping in the queue? because they are and that seems odd that I have to resolve chats that are still landing in the que if our text schedule is set to closed all hours."
I have the chat q set to closed all hours, so it provides patients with an auto reply saying basically we don't allow texting and to call the office with questions. However that doesn't seem to work all the time I get maybe one successful auto reply a day. All the texts land in the chat q even if its set to closed. Can you confirm this is working as it should be? I couldn't find anything on this specific question in the support pages.
Thank you in advance!!
