Chat is still showing as a contact option when outside of chat hours/agents are invisible

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4 Comentarios

  • Thomas Verschoren
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    Hey,

     

    The widget does not really manage Chat status, it just shows the options that are setup in Zendesk.

    To start, it seems your code is quite complex. Via widget.premiumplus.io you can configure code that's a lot cleaner.

    Minimum I would advise is enabling the ContactFormOptions

    <script type="text/javascript">
    window.zESettings = {
       "webWidget": {
          "contactOptions": {
             "enabled": true
          }
       }
    }
    </script>

    But for your problem:

    1. Do you have a schedule setup in Zendesk Chat? https://support.zendesk.com/hc/en-us/articles/360022184014-Creating-a-schedule-with-operating-hours-Professional-and-Enterprise-

    2. If all agents are offline, does the chat icon still appear?

     

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  • Dawn Anderson
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    HI Thomas

     

    Thanks for the link, will have a look at it.

    In answer to your questions:

    1: We have a schedule set up for each department

    2: No the icon doesn't show if offline or outside of chat schedule

    For our current script it doesn't display the chat option if outside of chat hours/agents are off. The only difference between the scripts is the additional customisation for Answer Bot - if I use this code in Sandbox then it works as expected (chat doesn't show if not available)

     

    Regards

    Dawn

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  • Dawn Anderson
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    Hi Thomas

    Follow up on the above, I have used the script creator as recommended and got the option 'hide chat when offline' yet it still showing chat as an option?

    Do you know if anything has changed in the back end of Zendesk which has changed the behaviour please?

     

    Regards

    Dawn

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  • Thomas Verschoren
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    If you are sure all agents are offline and the widget still shows the chat option as online, I think it's best we escalate this to proper Support so they can take a look in your setup to guide you from there.

    I can only say that

    If all agents are invisible or away, the widget should show either chat as offline or show a contact form.

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