Web Widget not showing Chat after Answer Bot attempts resolution
We recently activated Answer Bot on our Help Center using the Web Widget (Classic). The Contact Form is also enabled, as well as Chat. While testing, Answer Bot will offer article recommendations and then the option to get in touch if not resolved. Clicking that will prompt the user to leave an offline message, but does not offer Chat.
We've confirmed that Chat was enabled with Chat agents logged in and available at the time. Is there a way to force offer Chat as a contact method? I was under the impression that we had the ability to offer both Chat and offline messages concurrently, or is it just one or the other based on what is enabled at the time?
Hi Felicia Cantua,
I could be wrong, but I believe you have to have Agents in Active status on Chat for this to work.
Thanks Heather, we had two agents logged in and in Active status at the time. Answer Bot still only gave the option for offline messages, though.
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