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When using Facebook as a channel we encounter problems with the customer being able to see chat history, but the agents are not. Often the customer gives slow answers on Facebook and due to that inactivity agents will close that chat. After a few hours the customer comes back with a chat message and that will create a new chat session for the agent. The chat history is not visible to Agents; it gives the customer a bad service experience.



Idea: Store Facebook chats and get that history when a customer comes back to the Facebook channel at a later stage.

Category: Social Channels
STATUS DETAILS
Needs Votes