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[Ordog]

@the_big_M

I’m worried about texting in the chat function again in case the text resets some sort of waiting time count.

I don’t believe that it does anymore, see the below:

@anon41219820

In the past, if you wanted a limit increase you’d speak to a COp on the frontline who would assemble all the required information from you and they might then have to escalate the conversation to a specialist for them to review. This would then send the entire conversation to the specialist, away from the COp and into another queue. So it’s quite possible you could end up being escalated into several different queues before a conversation reached the right person

We now have an escalation , where the conversation stays in the COps queue and they can keep helping you with other queries and provide updates, whilst a separate task is created in the specialists queue; and a transfer where the entire conversation is passed into the specialists queue (eg. for a fraud dispute) and a specialist will pick it up and then continue the chat until resolution

This should help your conversation remain with one person, as the cogs turn in the background out of sight!

So you’re already assigned to a COp, and they should respond again without you going back into the backlog queue.