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Why can my customers still chat after all agents have gone offline?



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Greg Katechis

Zendesk Developer Advocacy

Edited Nov 18, 2022


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7 comments

Under Performance Steps, it says "It is possible to write a custom script that ends a chat as soon as an account goes offline."

What/who exactly is "an account"? Would that be when the agent ends the chat? 

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Nikki,
 
Thank you for reaching out to Zendesk Support.
 
In regards to your concern, the following "account" that was mentioned in the article is the Zendesk account. Meaning, once there are no agents available or if all agents have gone offline, then the chat will automatically be closed. 
 
Thank you!
 
 
 
Kind regards,

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Hi there,

Is there a way to have this timeout after a agent has closed the chat from our end, rather than when we're offline?

We wouldn't want to just cut chats off when we switch to Invisible. For example, if we were chatting to a customer and we then switched to out of hours, we wouldn't want the chat to be disconnected. However, once we end the chat, we don't want the customer to then be able to continue chatting if we're not there.

Thanks!

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Bex,
 
Thank you for reaching back to Zendesk Support.
 
An agent cannot close the chat, not unless he/she manually disconnected from the chat. Also, when an agent switches to Invisible status, the ongoing chat would remain and it will not disconnect. 
 
Once all of your agents switch to Invisible status and there are no available agents, then your customers will not be able to reach chat or get into the queue for a chat. Once you have operating hours enabled and set, your agents will not be able to go Online outside operating hours and your customers will not be able to get into a chat. 
 

 
Thank you!
 
 
Kind regards,

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Is there a way to implement this at the chat department level as opposed to account level ie for when a customer is waiting in a chat department that is no longer staffed by an active agent?

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Beto

Zendesk Customer Care

Hello Dave, thank you for your question!

The script mentioned in the article itself would have to be an account-wide setting, but the recommendation provided by DJ regarding a schedule with operating hours can definitely be set depending on the Department. 

You can create different operating hours based on the Department, by following the steps here: Creating a schedule with operating hours. 

I hope this was helpful!

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