Help Center Web Widget and DIgital Line Trouble

2 Comments

  • Charles Gresula
    Zendesk Customer Care

    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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