Why do live agents even have permission to perform this action, which can jeopardize business operations, especially when there are no options to undo it or even identify who triggered it? Their support team directed me here, saying that granular access control is apparently not something they plan to implement. They suggested that I make a post here in hopes that someone from the product team might randomly come across it and consider whether this is worth implementing.
Here’s a post from another user requesting this same “feature”:
It’s baffling that this can be done with just two clicks by a live agent, yet it takes hours to go through hundreds of closed chats to figure out which ones were supposed to remain open.
