Set Department after chat started

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15 Kommentare

  • Ramin Shokrizadeh
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    Hi there Rene,

    Thanks for reaching out about wanting to set a trigger up that would transfer the department after a certain period of time if the customer hasn't been served yet.

    Currently, using the "Set visitor department" or the zopim.livechat.departments.setVisitorDepartment only sets the department if the chat session hasn't started yet. It will not react to them both if a chat with another department has been initiated. They are mainly used to set departments before a chat has started based on a certain page (ex. set the department to Sales if they are on your pricing page)

    I do agree that there should be better queue management with the ability to transfer to other departments automatically if the selected department is too busy. Will share your feedback with the team and we will update you if/when we add some functionality that would resolve this problem for you.

    Sincerely,

    Ramin

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  • Rene de Haas
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    Thanks for your reply. Let me know when you have a idea about when/or this feature will be implemented :)

    1
  • Karsten M. Jensen
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    We're also very interested in this functionality!

    1
  • Joris
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    +1

    1
  • Jonathan Jongkind
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    +1 we need the ability to have chats routing to other departments if the chat request is not being served after X seconds. 

    1
  • Imbi Joy
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    +1

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  • Heather Rommel
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    We'd like this also, especially since if the customer drops and restarts, for some reason the Department for the "new" chat is set to blank?

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  • Ramin Shokrizadeh
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    Hi Heather,

    The department assignment is tied to the session, so when the session drops/restarts it will be viewed as a new session (without the department assignment).

    If you are using the Javascript APIs to set the department, you can use the setOnConnected API so it reapplies when the visitor reconnects: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#setOnConnected

    Thanks,
    Ramin

     

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  • Leo Droidcoder
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    +1

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  • Mark Bangerter
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    This is really needed. 

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  • Sami Sayed
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    Any updates?

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  • Ramin Shokrizadeh
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    @Sami there is currently nothing in the roadmap for the next 6 months that would address this behaviour change.

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  • Caser Chat
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    It is really needed.

    In our case, we need this functionality to be able to give a message to the visitor when an agent of a certain department, to which the chat has been transferred from the bot department automatically, does not respond in x time. And the problem is that the visitor's department was automatically assigned to the bot when starting the chat, and even if the chat is transferred to another department, in the triggers you can not put a condition with the current department of the visitor, if at the beginning of the chat another one was put. 

    Without this condition, the trigger that gives a message to the visitor when the chat is not being attended in x time, is also shown when the agent of the bot department ends the chat and leaves the conversation, even if the last chat message was sent by the agent (Why in this case is it considered that the visitor is not being treated?)

    .

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  • Willem Gudden
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    +1

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  • Jamie Noell
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    +1

    0

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