For some reason we have numerous (volume changes daily) chats which will not route to an agent and will connect to 'automated process' and will stay with that user
On these occasions the 'auto greeting' we have configured does not fire and the customer ends up talking to 'automated' process which is not a real user.
There are no trends to which a certain button is affected.
Would anyone know why this is happening? We have had a case raised with SF for over a week but have no answers as of yet.
2 answers
Hello @Christina O'Leary - we are facing the same issue. can you share your approach for workaround.Thank you,Maha
