Kristin Brückner

Hi Widson Reis,

here's my question regarding the away status:

One possible workaround is to set your agents as 'Away' instead of 'Offline'. 

--> would the agents be "away" when they are signed out as well? 

Our agents would never be online, we could set the status of one (or all) agent(s) to "away" but will this status remain, even outside their working hours (Mon-Fri around 8am - 2pm), meaning the a customer can reach the widget on Tuesday 8pm or on a Sunday?

Back to the widget, when all agents are offline the Callback Request widget is replaced by the regular Help/Contact Us widget. 

--> we noticed that it's not replaced, but if one of our agents is online the phone icon is added to the questionmark!

Thanks for sending the link

This widget is highly customisable

we'll check this out!

Best regards,

Kristin

 

Hi Widson Reis,

looks like we're moving in circles... The widget only appears when an agent is online?

Best regards,

Kristin

Hi Widson,

thanks for your reply!

I suppose we could create a state like "callback only", where only callback requests would be passed to agents, but wouldn't these callbacks, ringing through all agents until someone picks them up, disrupt your agents as much as the inbound calls you wish to avoid?

--> we would like to receive callback requests in a written form, let's say a customer tonight at 9pm has a more complex question and would like us to call him about it. So instead of going through the regular contact form and writing out his question, he could simply leave his number (perhaps also the hours of the day where he's available) and we would call him back the next working day.

One possible workaround is to set your agents as 'Away' instead of 'Offline'. 

--> would the agents be "away" when they are signed out as well? 

Perhaps it would be easiest if we could adjust a callback request to our contact form - do you know if that's possible? Add a check box "I would like to be called", leave the phone number and a time frame:

 

Best regards,

Kristin