If a Service rep loses connectivity and an end-user’s messaging conversation is rerouted to a different rep or queue, send the end-user a customized auto-response explaining why. Previously, when a conversation was rerouted, customers saw no notification during the gap between Service reps, leaving them to wonder if their chat had been disconnected or ignored.
Where: This change applies to Enhanced messaging and Enhanced Chat. View required editions.
How: Create an auto-response messaging component. Then open your channel in the Messaging Settings Setup node. Under Automated Responses, add the auto-response component to the Reroute Conversation field.