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Ability to make Agents "Available" automatically pn Chat when signed in



Posted Jun 14, 2023

Agents currently have to make themselves "Available" to take on chat. It would be useful to have an option to automatically made "available" to chat and allow the agent to have the option to be invisible.


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3 comments

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Arpan Nagdeve

Zendesk Product Manager

Hi Sonalin, 
We have seen mixed feedback this from different customers, and we think agents are best position to indicate when they are ready to serve a new conversations so we avoid making agents automatically online once they sign-in. 

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Arpan,

I see the value in having that be optional at the account level to enable or not but I have found that the chat often goes to the one Agent that goes available signs in or to no one at all if they have to remember on their own.

It would be extremely powerful to be tied with logging in and then adjusted after that. If it's mixed, give us the option at the account level and we can decide best with our team keeping individual company cultures in mind.

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Brandon Taylor

Zendesk Luminary

I agree with Arpan 100%. This could and should be an option to enable from an Admin perspective. Arpan Nagdeve your response doesn't account for just giving the option.

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