Bulk Close and Transfer Chats
Feature Release
This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.
Overview
ASAPP is introducing Bulk Close and Transfer Chats in Live Insights, aimed at improving the ability to manage and alleviate queues with unusual activity.
Bulk Transfer and Closure includes modals and dropdown lists in Live Insights that helps agents use this feature.
Use and Impact
A queue may be experiencing an unusual activity or high traffic. Either if the issue is unusual activity by agents or users, or if the queue experiences high traffic scenarios, clients need a way to alleviate a queue.
By allowing bulk transfer of chats, a different queue can overtake a part of the traffic, and thus lowering traffic.
By allowing bulk closing, unusual activity is stopped without further effort
How it Works
Bulk Chat Transfer
A user sees a dropdown list and selects the “Transfer all chats” item from the dropdown menu.
A queue selection modal appears to ask: “Select the queue which you want to transfer all chats to?” and they see a downdrop list of all the queue names and need to select a queue name and click transfer chats button.
A toast message appears informing the user that all chats have been transferred.
The end customer does not see a change on their side and assumes they are still waiting in a queue.
Bulk Chat Closure
A user clicks on the 3 dots in the upper right hand corner of the queue card they want to impact.
The user sees a dropdown list and selects the “End all chats” item from the dropdown menu. A confirmation modal appears to ask: “Are you sure you want to end all chats in this queue?” and they need to select confirm/yes to complete the action of ending all chats.
A toast message appears informing the user that all chats are ended.
The end customer sees the normal “Conversation has ended” component.
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