What happens when the operating hours end and I still have an active chat?

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6 Comments

  • Pam Carter

    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?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Pam, as stated above:
     

    All waiting chats on the queue remain until either the visitor leaves the chat or the chat is manually served by an agent.

     
    Does that answer your question?
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  • Pam Carter

    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?  

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Pam, I'm double-checking on this -- thanks for your patience.
    1
  • Nathan Watts

    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?

    1
  • Dainne Lucena
    Zendesk Customer Care

    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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