Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].
Agents are switching from chat to email, slowing down the ticket channel, as customers will need to reply via email instead of via the chat widget
What problem do you see this solving?
When an agent switches from the original chat to email, I would like to be able to tag the ticket for reporting purposes
I would like to be able to prevent agents from switching from chat to email on the agent workspace
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Frequently - Rough estimate is 20% of tickets, but cannot give definite answer to this due to lack of ability to tag when an agent switches channel
This impacts us as the speed to resolve tickets increases while we wait for a customer reply via snail email
Are you currently using a workaround to solve this problem? (If yes, please explain)
No, none available
What would be your ideal solution to this problem? How would it work or function?
Admins able to set-up trigger to fire when agent switches from chat to email
Admins able to prevent agents from using email on webchat channel tickets
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!