As a customer engaged in a Hoory conversation,

I want the system to automatically reassign my conversation to another available agent when the current agent goes offline,

So that I can receive uninterrupted support and have my queries or issues addressed in a timely manner.

Acceptance Criteria:

When the assigned agent goes offline during an ongoing Hoory conversation,

The system should detect the agent's offline status within a reasonable timeframe (e.g., 30 seconds).

Upon detecting the agent's offline status, the system should initiate the reassignment process:

The system should search for and identify an available agent to take over the conversation.

The reassignment process should be triggered automatically without requiring any manual intervention.

Once the reassignment is completed:

The system should display a notification to the customer indicating that the conversation has been reassigned to a new agent.

The new agent should be provided with the entire chat history, including the messages exchanged between the previous agent and the customer.

The new agent should be able to view the previous agent's responses and the customer's messages to ensure a seamless continuation of the conversation.

The reassignment should happen in a timely manner to minimize customer wait time:

The system should prioritize the reassignment process to quickly connect the customer with an available agent.

The conversation will be automatically transferred to another available agent if the first assignee doesn’t respond for some time.

This time period can be adjusted in inactivity timeouts section the inbox settings. For Starter this timeout is set to 3 minutes and cannot be customized.

The reassignment process should be completed within an acceptable timeframe (e.g., 10 seconds) to ensure a smooth transition and minimize any inconvenience to the customer.

The customer should be able to resume the conversation seamlessly with the newly assigned agent:

The system should maintain the chat interface and context within Hoory, allowing the customer to continue typing and receiving responses without the need for any additional actions.

The customer should not be required to reiterate their query or issue to the new agent. The new agent should have access to the entire chat history to understand the context.

The system should handle reassignments transparently, without impacting the overall chat experience:

The reassignment process should not result in any loss or duplication of messages.

The customer should not experience any technical glitches or disruptions during the reassignment process.

The customer should receive a seamless transition between agents, ensuring a smooth and continuous conversation.