Chat improvements

Preferred and required agent

You can now define in System Configurator (SC) that the agent who previously handled the customer's chat on the same channel if offered a new chat from the customer. For example, a customer had a WhatsApp conversation with an agent on Monday, and on Friday the customer sends a new WhatsApp message. If the feature is enabled, this chat will be offered first to the agent who handled the chat on Monday, if the agent is available. If not, it will offered to other agents serving in the queue.

You can configure this in the contact management settings is SC either in channel settings or for specific queues only.