need this feature too

We need this one too! Also, it would be good to have a scenario when all agents are busy and a new chat comes in, that after x seconds the new caller is offered the "offline" box to enter a text message into a form which then Emails the company. This is a biggie for us.

Yes, this is needed.

i need that

we need this too!

We need this

An agent, if stuck in a conversation wherein he/she can't help client, should be able to forward the chat to another agent. In other words, an agent should be able to invite another agent to an open chat.

In a multi-site /multi-department and multi-agent environment have a chat call from a certain site/department be directed only to a specific agent (who is more expert).

If that agent is busy or not responding within a certain time period then the chat call should be diverted to another agent or a number of agents of second priority (then third priority etc.)

An agent should be able to join a chat only with the approval of the chat's active (primary) agent (with the click of a button) who will still have the control of the chat as the primary agent and be able to disconnect the other agent or close the chat. (chat enrichment)

The primary agent should be able himself to request another agent (because of his expertise) to join the chat. (chat support)

The primary agent should be able to request another agent to undertake the chat and when the other agent accepts, then that agent becomes the primary agent of the chat. (chat transfer)

In each case the user should be given an appropriate notification.

Please add this ASAP. I thought this was a feature but it must have been on other software.

While there is an option to add an agent to the conversation I do not see it useful for privacy between departments.

Each company has its agent for each department (sales, support, etc.). In this case a client speak to one of sales but want to support, as do? If most customers want quick help?

Each agent each department has different skills so that in a certain department. It would be a matter of privacy and a little more professionalism. All chats have it .. (I think)

Even though this is free, it would be a good option to have it :)

What's the issue? Anyone can take over a chat....

It is very important to transfer a chat to other agent, I believe you should add it

Please make it happen!!!

This really needs to be a feature asap!

You can "transfer" by asking another agent to join (via agent to agent chat). Although it would appear a little more professional to the customer to see Agent A transferred the chat to Agent B, rather than Agent B Joined, Agent A Left.

How on earth is this not already a feature? It's almost ridiculous.

YES I have to quit the chat and ask another agent to pick it up from the other department.

This is vital - without this, there is no point in departments and we could not even use your service.

YES!!!