Recipe: Setting up a lunch schedule for Zendesk Chat

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9 Comments

  • Rina

    Looks great, is there a way to do something similar for Zendesk Messaging?

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Rina, you can use Support business hours instead of legacy chat operating hours feature for messaging to manage schedules. :) 

    More info here: https://support.zendesk.com/hc/en-us/articles/4408842938522-Setting-your-schedule-with-business-hours-and-holidays 

    Thanks!

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  • Rina

    I don't see anything in that article that highlights where we can set specific hours towards inbound Answerbot/Live messaging. I've looked in settings for Admin but nothing obvious either. Can you advise further Audrey Ann Cipriano

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Rina, apologies for the confusion. Live messaging relies on Support business hours and it is enforced by using a step inside of Flow Builder and a specific schedule. 

    Here is the post about flow builder and the business schedule condition: http://ttps://support.zendesk.com/hc/en-us/articles/4408838909210-Using-Flow-Builder-to-create-bot-flows 

    Thank you!

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  • Rina

    Ah great, yes I'm with you now thanks Audrey Ann Cipriano

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    You're welcome, Rina! I'm happy to help! :) 

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  • Aleksander Pietkiewicz

    Hello, 
    I'm writing to you because we have a small problem. We have clients writing to us on live chat before the opening hours. Note that we have set the opening hours and there is also an offline form created just for this occassion. This however doesn't happen. Just today we had a client begin a live chat eventhough we were set as "out-of-office" at this moment of the day. Is there perhaps something that we missed in the configuration? Lastly, is there no other way to contact your company other than comments in a given thread?

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  • Michael Yuen

    The problem with this approach (versus being able to set an account-based schedule with multiple start/stop times in a day) is this: when using the department-centered chat schedule, your customer will then see a drop-down menu from which they can choose a department/group to chat with--even if that's the only department.

    And while you can make choosing a department optional, you cannot hide the Choose a department feature completely.

    Or am I missing something?

     

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  • Anne Ronalter
    Zendesk Customer Care
    Hi Michael,

    "There is no native setting that will remove the department field entirely. In your pre-chat form settings, unchecking Require Department doesn't remove the field from the pre-chat form but it will make it optional."

    More details can be found here:
    Can I hide the department field on the pre-chat form?
     
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