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Messaging Bot Transfer to Agent, How to set up auto-reply after X period of time if we do not have an agent ready to take the message.
Posted Mar 16, 2024
In the prior chat platform, there were automatic triggers settings where you could trigger a chat based on a user waiting for an agent to take the chat. Example, - if no chat or reply in X seconds, send a message to tell the user that they will receive a reply soon.
How can something like this be set up with the new Message Bot system? We have users who request to speak with an agent but during times of volume spikes to our platform, we may not have an agent ready to take a chat as they are already working on multiple chats. How can we set up a message that automatically replies to the user that an agent will be with them shortly so they do not keep asking if someone is there?
This would work like this:
user chats in via message system.
They ask to speak to a human
Message bot triggers answer to send them to an agent
All my agents are busy and after X seconds, it triggers a message to the user that we are working on getting an agent to them.
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2 comments
Jeff Q
To add to this, we have agents available and online, we just have too many chats coming in to address these quickly. This would not fall under the No Agents Available API type flag from the old chat system as I have agents online.
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Dainne Kiara Lucena-Laxamana
Hi Jeff!
Just like Chat, Messaging also has Triggers that you can setup to send messages to your customers waiting in the queue. If you have “Messaging Triggers” in the Admin Center, you can follow the guide here. If not, you can create the Messaging Triggers in the Chat Dashboard just like in Chat. But this time, the condition would be under Messaging. For reference, you can check out this guide too.
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