Winter '27 fixes a small but trust-damaging gap in messaging: customers left wondering whether a silent chat was dropped or being transferred.
Where
In Messaging Settings, under Automated Responses: assign an auto-response messaging component to the new Reroute Conversation field. Applies to both Enhanced Messaging and Enhanced Chat.
How
Create an auto-response messaging component with your preferred wording, then add it to the Reroute Conversation field. When a rep loses connectivity mid-conversation and the chat is rerouted to someone else, the customer automatically receives that message.
Why
Nobody likes wondering if they have been ghosted mid-conversation. A simple status message during rerouting preserves customer trust in exactly the moment the service experience is at its most fragile.