Greetings to all
I have a use case that was raised in the organization and it is as follows.
Currently the organization performs the operation in this way: a user starts a conversation via web messaging, and for whatever reason he leaves the chat (usually closing the landing page), and the agents contact the user via sms and continue the process by that means. On several occasions they have come up with the idea of inviting to resume the chat, but there is the inconvenience that the conversation was terminated by the agent and they used the respective wrap-up. At this point they do not have a way to redirect a new conversation to the last agent who attended that customer, let alone get the previous conversation.
I have reviewed some things that could be useful with the use of local storage, but I am still in the exploration phase.
I appreciate any help or ideas you can suggest me to solve this problem.
Regards