Question
What happens when the operating hours end and an agent still has an active chat?
Answer
When the operating hours are on the Chat end, the agent's status is set to Invisible. Even with the status change, agents can continue their current chats.
All waiting chats in the queue remain until either the visitor leaves the chat or the chat is manually served by an agent.
Assigned routing will no longer offer chats to agents once operating hours end. Check the visitor list to see if there are any chats waiting to be served in the queue. A chat trigger can also target unserved customers who have requested a chat.
Chat triggers will not function when the account is offline but it is possible to proactively notify your end users that operating hours are ending soon.
For more information, see the article: Creating a schedule with operating hours.
6 Comments
What happens to those chats that were in queue but now it is after hours? Do they get a chat message stating it is after hours and push to a ticket? how does that work?
Does that answer your question?
Dave,
So you are saying, if operating hours end while an agent is on a chat, any chats waiting in queue will just sit there until the Agent works those chats? So it is after business hours and they will have to continue to work through any chats that came into the queue prior to close?
Hi Dave,
We are having a similar issue. Our operating hours end and the customers are left sitting in the chat queue until they choose to leave.
It seems agents have to manually serve chats based on this article. Is there a way to add an automation/trigger telling customers hours have closed?
Hi Pam Carter & Nathan Watts
Any chats left in the queue will remain to wait for an agent unless they refresh their page. Once they refresh their page, the chat would no longer be available.
We understand that this is not ideal for your team's workflow so we recommend creating a trigger to send out messages to chats that would notify them that your operating hours are about to end. More information about the conditions can be found here: Recipe: Chat trigger to notify the end of operating hours
Hope this helps
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