Announcing auto-accept functionality for live chat and messaging customers

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9 Comments

  • Amelia French

    Hi I signed up for the EAP a while ago. Will I be added on soon?

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  • Devan La Spisa
    Zendesk Community Manager

    Hello Amelia French,

    I contacted the product manager running this EAP to give you access, and you should get a confirmation soon. 

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  • Amelia French

    Thanks Devan La Spisa. I still haven't received contact, do you know what the hold up is?

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  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hi Devan La Spisa Arpan Nagdeve - I signed up for this in our Sandbox environment and working perfect but I can't seem to find this option to turn this off for some reason.

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  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Jahn, 
    As part of initial rollout plan we intend to rollout the settings as part of GA ( General Availability)  have also called out in the heading of the snapshots. We are now targeting to rollout the settings for current EAP customers before 1st November so within a week you'll see settings in your account. 

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  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Thank you Arpan Nagdeve - another feedback as well.

    If we can possibly look in the future to have reassignment for Auto-Accept functionality. Though this feature is pretty good but we can't ignore the fact that there will be some agents that will accidentally leave their status "Online" after their shift. Tendency is we will have assigned messaging to them that won't be attended until the following day. I know that we can place Idle timeout for agent but again the chat/messaging have been already assigned to the agent.

    1
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Jahn, 

    Thanks for the feedback on the re-assignment, we're planing to invest further in the auto-accept and I'll share more details once we take call on prioritising Re-assignment. 

    Also, please note that settings are now available as part of EAP and we are coordinating with existing customers for the rollout. 

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  • Abby

    I agree with Jahn. While our team generally likes the auto-accept feature, we find ourselves greatly missing the ability to reassign a chat after a certain period of time if the assigned agent isn't engaging. Already we've had issues come up where an agent forgets to click "invisible" when taking a quick break, they get assigned a chat, and that customer is left waiting for an extended period of time. Losing the ability to reassign a chat after a certain period of time makes this feature much less appealing for our team. 

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  • Shawna James
    Community Product Feedback Specialist
    Hey Abby, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Chat where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
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