Determine Online Agents and Live Chat Availability by Department

2 Commentaires

  • Tina Soneji
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    Hi Pamela - we are running into the exact same scenario.  We are currently preparing to launch chat on in a new website and found the exact experience you mentioned in your explanation - even if the two departments have different operating hours and agents are not online/available for a department that is not open, a customer can still see the chat widget in that website.  It is a terrible experience for both the customers and agents.

    We received some feedback that additional java scripts could be added to only show the correct department in the pre-chat form drop down and not show the chat widget outside of operating hours or if agents are offline.  We just just got this info and forwarded to our developers today - so have not had the ability to test yet. But here is the link to the article - hope this helps you move in the right direction.

    https://developer.zendesk.com/embeddables/docs/widget/settings#departments

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  • Dan Ross
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    Hey Pamela and Tina,

     

    Here's an example Zendesk posted on how to check if a department is online before making chat available, perhaps it will get you going in the right direction.

     

    https://support.zendesk.com/hc/en-us/articles/360035633073-Can-I-configure-the-Web-Widget-to-present-Chat-on-my-webpage-only-when-a-specific-department-is-online-

     

    Hope this helps.

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