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Alert when chat is missed by agent
Posted Dec 09, 2024
We currently have a rather small support team, with one agent responsible for answering incoming chats. The chat volume is quite low (a maximum of 10 per day), therefore we only have one agent monitoring this.
However, sometimes a chat is missed, leaving the customer stuck in the widget waiting for a reply. What we need is a notification (email is fine) when a chat goes unanswered for one (1) minute so we can address it promptly and reply to the customer. I've tried using triggers and automations but haven't been able to make it work.
Does anyone have an idea how to solve this or has faced a similar issue and found a solution?
I would appreciate the help!
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1 comment
Elaine
Thank you for sharing your challenge with us. It sounds like you’re in a unique situation with a small support team and a low chat volume.
For the issue of missed chats, setting up an automated notification system could be beneficial. You might consider using a combination of triggers and escalations to monitor chat responses. For example, you could create a trigger that sends an email if a chat ticket was created.
Additionally, ensuring your team is familiar with your chat platform's features could help maximize efficiency in response times.
If anyone else has faced a similar issue or has alternative solutions, I’m sure your insights would be invaluable!
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