Enhance the service behind the message feature

[Andrew-_-]

I can’t see what value your Message feature provides if the team that works on this queue aren’t ‘permitted to request a call back’ for issues they are not trained to deal with.  I was given no new information and told to call the customer service line when the next-step in my query is still with AGL which defeats the purpose of a Messaging service.  

[lkenn]

Hi @Andrew-_-  

Thanks for providing this feedback. I sent this off to our Customer Solutions team who have advised they are currently reviewing what agents are trained in to compile of a list upskilling opportunities.  We should soon see an increase in the number of issues messaging agents can assist our customers with. 

Thanks.