How can we make our customers aware of changes in Chat staffing during a holiday or other event?
Notifying your customers that you will not be available, or have limited availability, is accomplished differently depending on your chat version and settings.
- If your instance of Chat is integrated with the Support Web Widget, and you have the contact form enabled, our best practices would be to notify customers through a message on your website or Help Center. The contact form does not allow for a custom message to be added through the UI.
- If you utilize the offline form instead, you are able to add a message on that form to explain to customers why your agents are not online.
- Much like the integrated Chat experience, if you use the Offline Form you are able to add a message explaining why your agents are not online.
- If you do not use the offline form, the widget will not appear at all when none of your agents are online. In order to relay this message you would have to utilize your web site's messaging or another independent solution.
If you wish to inform customers that agents are available but that staffing will be limited on a particular day, you can utilize the pre-chat form to include a custom message with either version of chat.
For more on how to determine which version of Chat you are utilizing, see this article: Determining your Zendesk Chat account version.