Setting up notification routing for live chat and messaging

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4 Comments

  • CJ Johnson

    This article had a large change.  It used to say that if an agent did not accept an incoming chat assignment, the system *would not* try to assign it to them again: 

    Now, it says it will keep trying them after trying everyone else: 

    I've been trying to get help for months now (and keep having my tickets silently closed out without assistance), because I was seeing agents being "retried" for the same chat, when this article still said that was not the expected behavior.

    Was the behavior of the tool actually changed a month ago, or was it doing round robin and re-trying agents who did not pick up the first time, again, this whole time? I've opened and had 3 tickets closed without any comments from Zendesk about this at this point, and I just want to confirm what the behavior is currently, and what it was historically, to troubleshoot related issues. 

    2
  • Aimee Spanier
    Zendesk Documentation Team

    Hi, @CJ Johnson. The update was made at the request of one of our Chat product managers. I don't recall if it was a change in behavior, or a correction/clarification of the description of existing behavior.

    I'm sorry your tickets weren't addressed. I can't help with that, but I hope you've gotten some assistance now.

    -1
  • Jess

    Is there a way to enable a notification for when a chat ends?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Jess,
     
    I'm afraid it's currently not possible to set up a notification in the UI for when a chat session/conversation ends. This is not something that's in the roadmap, but I recommend that you start a thread about this here to engage with other users looking for a similar functionality. Specific examples, details about use cases, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. Conversations with a high level of engagement ultimately get flagged for roadmap planning. 
     
    Thanks Jess!
    0

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