Automatically close chat based on time of no response

Answered

12 Comments

  • James Peterson

    Hi Ian,

    At this time, Zopim does not have a trigger condition to detect how long a visitor has been inactive.  Instead, you could use some custom JS to detect visitor idle time.  A quick Google Search reveals a few examples, one of which can be found at the link below - http://stackoverflow.com/questions/667555/detecting-idle-time-in-javascript-elegantly

    Then, after your target time is set, you could use the Zopim JS API to either end the chat, or to add a visitor tag like 'timed_out' and add a message from visitor using say method, either with some text of your choice or a blank message of whitespace.  Then if needed, you could fire a trigger based on the visitor tag to add a message from agent indicating the chat was being closed due to inactivity.

    Hope that helps.  Let me know if you have any questions or if you're able to implement and it works well for your needs!

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  • Nicholas Montgomery

    Hoping for this!

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  • Rob Baker

    ya, this would help us as well.  A simple trigger for active idle chats that can say "Are you still there?" seems like a perfectly reasonable workflow.

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  • Amber Martin

    Love this! Need This!Our old System had it. I really hate end users taking up a spot in chat for so long if they are not actually chatting. I am also finding it messing with out support flow. If agents are working the chat ticket and say escalating it before the chat is closed the ticket will reroute back to the agent once the end user leaves chat.

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  • Evelia Casales

    We are having the same problem and it is affecting our chat SLAs.

    +1

    Hope you can consider it soon!

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  • Shashank Johri

    Hi Evelia 

    For now if visitors don't respond and don't move their mouse or type in the host window, the chat session will auto-close in 20 mins. So the visitor becomes non-responsive in this case. Are you looking for some other use case ? 

    Thanks 
    Shashank

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  • Evelia Casales

    Hi!

     We have had cases with more than 30 minutes and the agent is "blocked".

    We need to send a notification that the chat will be closed and after an additional minute close the chat.

    @Shashank is it possible?

     

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  • Shashank Johri

    Hi Evelia 

    Thanks for the input. This is not possible for now. We can consider improving this in future. 

    Thanks 
    Shashank

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  • Amber Martin

    @shashank please do! I had a client hold a chat spot for over 8 hours last week. This is needed!

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  • Heather R

    Agree! Upvoted.

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  • Javier Garay

    Come on Zendesk team!! 3 years from the first user that asked for this feature, 3 years! How can it be that you don't have this implemented? This is such a basic feature! Nothing special. All my metrics are wrong because of this. Zendesk should thing on what does the end users need to do it more "intelligent".

    I'm seriously considering to leave Zendesk because of this kind of things, always there is something you can't do.

    Does anyone know if there is some trick to handle this need?

    Thanks

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  • Ramin Shokrizadeh

    Hi Javier,

    Thanks for sharing your thoughts on the behaviour. Our roadmap is not dictated by the age of the request alone, and we weight it against other projects that have a wider impact to our customer base.

    Specific to your request, we are looking at offering a new experience where the session lifecycle is handled by agent instead of the end user. The current behaviour mostly impact customers with web applications and their end users have longer sessions, it hasn't been an issue for customers on websites where session lengths are shorter. 

    When we are ready to open up the new experience of handling the chat session, there will be an announcement in the help center and you can express your interest in the EAP.

    -Ramin

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