How to answer chat requests after hours in the Zendesk Agent Workspace

Question

Operating hours have ended a few minutes ago and we have chats on queue, but my agents can't pick them up. We no longer have access to the visitor lists to manually pick them up. How do we answer the chat requests that are waiting?

Answer

Assigned routing no longer assigns chats when operating hours have ended. On the Zendesk Agent Workspace, chats on queue can be picked up manually in your Unassigned tickets view after operating hours end.

For more information about the Zendesk Agent Workspaces, see the article: Documentation resources for the Zendesk Agent Workspace.