Missed Chat Transfer Request notification by email to admins

Community Discussion Feature Requests
1

The AI Assist can send Chat Transfer Requests to Agents - Works great.

The issue is when a Chat Transfer Request has been missed - there’s notification on the backend.

The only way to find out if there’s been a missed chat transfer request is by looking through the history on desktop one by one.

We use the Pre-Chat form so that we always collect name and email upfront.

  • A missed Chat Transfer Request is marked as “Closed” after a while which means there’s no email notification being sent out for “Missed Chats” as the AI Assistant initially answered it.

  • Using a Trigger or Shortcut prompting the user to re-enter their name and email in order to create a ticket does not really make sense when you have the pre-chat form setup. Basically adds more work to the user and should not be needed since that information was already entered in pre-chat.

I think there’s room for improvement regarding the “hand off” part in regards to missed transfers.
I’ve had a call with the support team and we both agreed that this could be much smoother than currently.

If anyone have found a workaround using Webhooks, filters or the Rest API I’d be interested to find out how you’ve made it work. Ideally this could be implemented into Tawk.to but if there’s a way to solve this now I would love to find out how.

Thanks,
Greger

BTW - The AI assist functionality is fire :fire:

2

Hi @Greger,

Thank you so much for sharing your detailed feedback — and we’re glad to hear you’re enjoying the AI Assist!

I completely understand how helpful it would be to receive email notifications for missed chat transfer requests. I’ll make sure to pass this on to our team so they can review the possibility of adding this improvement in future updates.

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