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Help Center Web Widget and DIgital Line Trouble
Posted Jan 17, 2022
Hi there,
We are encountering some inconsistencies when testing with our Help Center Web Widget and Talk Digital Line set up.
As mentioned, we have a Talk Digital Line set up, Talk enabled in our Help Center, and a Web Widget with settings that allow for customers to call us using Talk.
In addition, we have a custom button in our Help Center that will open the web widget with only the Talk option available. We are not using the contact options setting for the web widget, because it does not have the behavior we desire.
We found that when all Talk agents are offline and the button is clicked to open the widget, the widget does one of two things:
1. It does not open at all.
2. It opens and informs the user that there are no agents available to take their call.
The MAJORITY of the time, the web widget just does not open at all. In a couple of our test cases, without changing any of our code, the web widget did the second scenario where it opened and informed the end user there were no agents available. We do not know why the widget shows this inconsistency.
Our desired behavior would be that scenario 2 always happens, because otherwise, our button appears to do nothing to the end user.
I could not find any articles about the web widget that talked about this kind of scenario. What is the expected behavior of the web widget when attempting to open it with Talk enabled, with a Digital Line, when there are no agents available?
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2 comments
Charles Gresula
Hi Jessica Sills,
The widget will only appear if there is at least one agent online. I am not exactly sure why there's no documentation for this but this is documented for live chat which also uses the web widget classic - Troubleshooting guide: Why is the widget not showing on my website?
For the message "All agents are currently offline. Try again later." This appears if the end user was already able to load the widget while there's still an agent on online status but the agent went offline(outside of business hours) before he was able to make a call.
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Jessica Sills
Thank you so much for this clarification! It helps a lot.
If I could put in a word for a feature request, it would be nice if the web widget always informed the user that there are no agents currently online, because it's forcing us to come up with mitigation efforts to improve the end user experience.
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