When an agent goes invisible, customers who have already been triggered are able to respond to the message without being prompted an "away" or "offline" message. Because some of our customers browse for several hours before needing to ask a question (ie, check-out issue), this makes it look like they're being ignored by the agent.
This also happens if an agent has been in conversation with a customer, they close out the chat, and the customer decides to re-open with an additional question/issue.
As a team, we do our best to go invisible at least an hour before leaving for the night. However, we've still seen issues of customers still responding, even after taking a buffer period of invisibility.
That said - why can't a customer who has been already been triggered receive similar messaging to the "away" response? It would provide a better overall customer experience and allow the customer when to expect follow-up, as opposed to feeling ignored.
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