Fire Trigger Based on Chat Agents (Chat concurrency availability )



  • Prakruti Hindia
    Comment actions Permalink

    Hi Govindraj,

    Thank you for writing in. If your agents hit their chat limits, new chats are placed in the queue. Maybe you could consider using Queue Size condition in Triggers as a way to suppress Proactive Chats.

    Queue Size condition can also be used to set expectations to prevent bad experience for the users. Normally, we see our customers notifying the users that 'Their agents are busy at the moment and to expect a slight delay response' or 'To Leave a Message with their email address', if your visitors have an email address and your account has ticket integration enabled. You can reach out to your customers later using Email in Support.

    We will keep your feedback in mind. We do have plans to help our customers manage an increase in chats, without overwhelming agents. 

    - Prakruti


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