If we have a chat with a customer, and leave after completing the chat, then the customer responds with a “Thank you” or “You too!” the trigger will start counting again. We even responded to the chat and subsequently re-left the conversation and the trigger will fire as there is not an agent actively in the conversation.
Apparently, the “has been served” condition requires there is an agent in the conversation, and the trigger counter does not stop counting on agent response. (even though I think it should - and this is my feature request.)
There is an option of trying to manually tag all chats completed and then add another condition to a trigger that the tag must not exist, but that adds another step to all chat cases and may be forgotten by agents.
In most cases, agents end up leaving chats before customers because they simply don’t click the ‘End Chat” button and just leave it open.
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