Feature request - do not accept more chats when chat limit is reached

7 Commentaires

  • Clark Malmgren

    I whole-heartedly agreed.  This is an extremely useful feature and is a deal breaker for many large support organizations.

    1
  • James Cory

    Every other chat application I've worked with offers some permutation of this functionality, and seems like an obvious choice to incorporate into Zopim.

    1
  • Jeremy Seow

    Hey All,

    We are actively looking into this at the moment. I won't go so far as to say we have this planned, but we are certainly looking into it. We will certainly reach out to clarify the use case or for a beta once we have something going :)

    0
  • David Hodgkiss

    We are also waiting on this feature before making the move to zopim/zendesk. We're a small team on a busy website so it's a must for us!

    Is there any update on it at all?

    0
  • Jeremy Seow

    Hey All,

    While we are still looking into this as a possibility, we still don't have something on the roadmap. 

     

    One of the things that we have seen some customers do is to set up a trigger that tells the customer that he/she can leave if they do not want to wait any more. The resulting conversation will then be tagged as a missed chat which should are relatively easy to search out and respond to. It is even easier if you use something like a Zendesk integration since tickets are automatically created for missed chats.

    Using this method, you essentially allow customers to decide if they want to wait in line. More of then than not, we have heard from end users that they don't mind leaving the tab open and waiting for some time to a response on chat. It beats waiting on hold on the phone!

    0
  • Daniel Santrella

    We absolutely need this! Without this feature we're stranding customers, overworking our frontlines agents, and creating a lousy experience for our users. The ability to default to an offline form is almost a necessity when a max is reached - otherwise I'm pulling agents off phones/emails, missing calls, and creating nightmares. Please consider this feature before Holiday 2017. 

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Daniel,

    Have you tried using the chat rescuer trigger that is added by default to accounts? 

    If this is something you want to do now, you will need to build something custom using the Real Time APIs server side/middle ware and the Widget Javascript APIs to hide the widget when a queue threshold has been hit.

    We have no plans in 2017 to offer this functionality.

    -Ramin

    0

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