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Create a Step in Flow Builder that Notifies User all Agents are Busy During Open Hours



Posted Apr 14, 2023

We have configured business hours and are using the business hours steps in our flow builder. However, our team may not always be available during business hours. If all the agents have reached their maximum messaging ticket capacity or if we have a team meeting or if people are out sick, we'd like to be able to notify a customer that no agents are available and they are welcome to leave and a reply will appear both in the widget and their email as soon as possible.

We'd like this to happen one of two ways:

1) Before the transfer attempt is made during open hours

OR

2) After the user has waited for X seconds for an agent to answer their "open" hours transfer

 


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7 comments

Mira Yes! We 100% want this. I am shocked it's not an option for messaging. It seems to be an option for Chat but we don't want to use chat anymore. It's called "Chat Rescuer" but won't work for messaging!  Ugh. That's a bad user experience to sit there indefinitely without a follow up.

 

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Right? What I ended up doing is adding copy to the transferring message saying that if we don't respond within 30 secs they should feel free to walk away. Not great!

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Pretty much the same!  Hopefully they will see this.

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Current wait times and place in queue would be extremly helpful during times of high volume or always. 

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Shawna James

Community Product Feedback Specialist

Hey all, thank you for taking the time to provide us with your feedback. I want to confirm that this feedback has been logged for our PM team to review. For others who may be interested in this feature request, please continue to add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Tracy Ryan

Zendesk Product Manager

Hi all, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

Displaying an estimated wait time and queue position to the end user is on our roadmap in 2024. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.

Building on this and allowing additional functionality is a great feature request and is on our backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Thank you again for your feedback and for being a valuable customer with Zendesk.

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Hello! Are there any updates on this feature implementation? Thank you! 

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