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Jason Cooke 2 Live Agent Transfer allows 3 way chats
According to the Salesforce help, when an agent transfers a chat to another agent and the other user accepts the chat the Live Agent workspace closes automatically, including the chat log and related chats.
Has this functionality been changed in Spring, because I couldn't find that in the release notes? We noticed that during testing on a sandbox with Spring 15 if a user transfers the chat to another agent instead of the window closing it keeps it open resulting in a 3 way chat. It used to just allow 1 person to chat with the customer, not its allowing 2 agents.
Sometimes the agents get confused as to who owns the chat, so the transfered agent closes the chat ending the chat session.
Has this functionality been changed in Spring, because I couldn't find that in the release notes? We noticed that during testing on a sandbox with Spring 15 if a user transfers the chat to another agent instead of the window closing it keeps it open resulting in a 3 way chat. It used to just allow 1 person to chat with the customer, not its allowing 2 agents.
Sometimes the agents get confused as to who owns the chat, so the transfered agent closes the chat ending the chat session.