Thomas Crosson

@... I think if you get the customers info at the beginning then it will change? I am not sure but that is what I read as a suggestion somewhere online. 

I actually switched back to old school chat and answer bot cause messaging was not going to work for my needs at this stage in it's development. Long term, I think it will be awesome! 

Hey @... if its "in-office" hours when the customer selects "talk to a human" it should work. But I learned today after talking with Zendesk support for a few hours that at least 2 agents must be online for the notification to appear in the agent workspace.

Also your other question about routing to a specific group - check out this: https://support.zendesk.com/hc/en-us/articles/360057455393/comments/1260800262330 might be helpful to you. 

Also, this could be helpful for routing to a group: https://support.zendesk.com/hc/en-us/articles/360057909933#topic_wrf_5km_jnb

I just want to add on that not having the ability to chance the experience for after business hours almost makes this unusable...I set the after hours trigger but it still gives the expectation that the customer is going to talk to a human - UNLESS they send another message which to me means at that point, the customer is frustrated. 

See attached where the "customer" had to say "hello?" to get the trigger to fire with the auto reply. 

What is the best way to deal with a message request that is not served by an agent during business hours? If an agent does not reply, can you automate this with a trigger?