Auto caching in Chat - Offline forms to display in currently open chat windows if no agents availableAnswered
Situation: Currently, when agents go off line (becomes invisible) and both the prechat form and offline form are enabled during operating hours and the end user (customer) is still online with the chat form open in their window, ZenDesk Chat does not automatically display the offline form. ZenDesk Chat currently does not have any auto caching options.
Business impact: This would affect any end user (both internal as well as external) of ZenDesk chat support. As we are a large enterprise company, this could affect many people. The end user would be extremely confused and frustrated as they had just been receiving support and would not understand why the conversation is not continuing. It makes our support teams look like they are dropping the ball or not truly caring about the customer.
Current workaround: There is none. Per ZenDesk support, the workaround is for our many end users to refresh their own browser windows to see the enabled offline form. This is an unrealistic expectation for an end user expecting seamless, easy communication.
What we would like to see happen: auto caching to be enabled in ZenDesk chat so that when all Chat agents go invisible the offline form would be displayed even for end users with Chat sessions open.
Hello Krista -
Thank you for your feedback. Unfortunately, there isn't anything planned on our roadmap to address this for Chat. However, you may consider transitioning to Messaging to manage customer expectations through continuous conversations as opposed to session-based chats.
- Sarah D.
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