Department Chat Queue LimitBeantwortet
As a department(company) I need to be able to cap the total amount of chats that can be in Queue at any given time.
- 10 chat agents handling 3 chats each = 30 chats currently handled
- 30 chats in Q, waiting for an available agent
- if 30 was my department max goal for the Q... I would need the 31st visitor denied access and possibly prompted with a message the reason why and to try again later.
Is this possible?
This is currently not possible. The workflow we generally recommend is using the chat rescuer trigger (pre-created in your account) to notify the visitor that you are busy and will get back to them via email on the missed chat.
Have you tried using this already?
Any updates on this? We'd like to launch chat again however as soon it opens, it's like opening the flood gates. We'd love to be able to set a limit to the queue so that does not drive up the "missed chat ticket creation"
There is no feature to hide the widget once the max limit has been hit. We recommend evaluating the important pages for your business so the floodgates don't open as fast.
Adding a vote to this request. It would be great that if the limit is reached, it brings you to a form to create a ticket for contact so the customer doesn't need to wait in a long queue or assume chat is never available.
-> Can you provide more details on how such a solution would work? Thanks!
Thanks for no answer...
In the meanwhile we have figured out a working workaround by using a trigger to control the chat queue and show/not show the chat widget.
I'm sorry for the frustration with the current limitations of the product! But thank you for sharing these custom work around solutions you've come up with!
I wanted to add a quick post here to share two Chat Trigger recipes that I think you might find helpful. While unfortunately (as mentioned earlier) it is not possible to cap the queue and shut off the widget, you can start sending a message to customers that are requesting a chat when the queue exceeds 30. Hopefully this gets you close to what you were hoping for here "if 30 was my department max goal for the Q... I would need the 31st visitor denied access and possibly prompted with a message the reason why and to try again later."
- Recipe: Auto-reply to a customer requesting a chat when your queue is large
- Recipe: Send messages to your customers waiting in the queue
I hope that helps a bit!
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