Our org used live chat for a while and experienced decent success. We then transitioned to a tiered support system where specific routing was needed, therefore messaging became the requirement.
Since being in messaging, we've experienced issue after issue relating to dropped chats. Clients speak with our agents and start explaining their needs, then the message will disconnect causing a terrible client experience.
The support we've received has consistently said it must be a browser issue on the clients' end. However, with how frequent this is, paired with them already being in the conversation, there has to be something else.
Has anyone else experienced something like this? Has anyone utilized routing with standard chat in any way?
