How do I create a condition in the bot builder to check when no agents are available?

Return to top

9 Comments

  • James

    So we need to hire a developer to address a very simple issue?! A person asking for an agent shouldn't have to end up sitting there waiting indefinitely to be told they can't be served right now and it's unrealistic for some smaller companies to carry out this solution.

    1
  • Jupete Manitas
    Zendesk Customer Care
    Hi James, thanks for writing in! 
    We understand that if you feel this is something you have to develop together with a developer or someone who is an API expert. This particular workflow/configuration is case-to-case bases. However, you can use the native business schedule to be applied in the flow steps, where visitors can be notified and see your operating hours when launching your messaging widget. Will the "schedule" option not suffice on your use case at the moment? or in case your department is scheduled online but there is a certain time all agents be invisible? 
     
    1
  • James

    Jupete Manitas The problem arises if it's during normal business hours and our agents don't want to accept the message, it disappears for them after 10 minutes but for the web visitor they would still be sitting there waiting with no updates to say "Hey... it's been 10 minutes, we can't find an agent, leave a message and we will get back to you..." something like that. What's the workaround?

     

    0
  • Julian

    Hi, I must say that this article needs to be updated. The procedures can be made without developing knowledge, however it takes a lot time for a person like me who has a very basic notion of developing. All this time invested for me and for your support agents just to find out that this solution only works for enterprise accounts. You guys need to be really clear about this stuff, we have upgraded our account 2 times already and still there are features that are unavailable, which is to be honest quite irritating, and we find out that our account doesn't have access to certain features only after having spent hours trying to implement your recommendations. 

    0
  • Brett Bowser
    Zendesk Community Manager
    Thanks for sharing this feedback with us Julian. I can absolutely understand why this is irritating especially after dedicating resources towards a solution that was never going to work on your existing plan level. I will be passing this feedback along to our Documentation team so we can make this information readily available from the start. Thanks again!
    0
  • Ben Chapman
    Zendesk Luminary

    Hey Karun,

    I'm trying to follow this, but the items you point out in Step 2 don't appear to exist.

     

    0
  • Dane
    Zendesk Engineering
    Hi Ben,

    This is for Step 2.


    0
  • Ben Chapman
    Zendesk Luminary

    Hi Dane,

    This was super helpful, but now i'm in another situation with multiple Departments using chat in my Enterprise MultiBrand instance; and this solution doesn't work; as if anyone is on in any department, it will allow chats to come through everywhere.

    I know there's an API configuration to test for departments, but

    1. I'm not sure if i'm using the correct department ID, and
    2. Even if I'm using the correct ID, i'm not sure how to configure the conditions to check for BOTH agents being online in a specific department. 

    Any help is greatly appreciated!

    0
  • Destiny
    Zendesk Customer Care
    Hello Ben,
     
    I'm under the impression that for each of your brand's chats, you're using separate bots to direct the conversation to the appropriate departments, correct? Typically, with such an arrangement, you can add a step to verify the schedules of your accounts or departments. Add business hours condition
     
    Should you need to determine department availability, the relevant API and custom code would apply only to the Classic widget, enabling you to configure the Web Widget (Classic) to show Chat on your webpage only when a certain department is online - Can I configure the Web Widget (Classic) to present Chat on my webpage only when a specific department is online.
     
    However, if your setup utilizes the Messaging widget with a bot, the aforementioned script will not be compatible.
     
     
    0

Please sign in to leave a comment.

Powered by Zendesk