Chat Disaster Recovery - Make Chat Offline

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  • Ramin Shokrizadeh
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    Philip Crump If you have operating hours set, you can force agents to be offline and then live chat would not be present in the mobile app (they could submit an offline message, depending on the configuration)

    Alternatively, you could look into using something like Firebase Remote Config (not affiliated with Zendesk) and show/hide the chat button inside of your mobile applications without needing to deploy app updates.

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  • Philip Crump
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    Thanks Ramin. How do you mean 'force agents to be offline'? I understand making all agents Invisible would take Chat offline. I mean it would be handy if the team leader could open the Chat app and have a way of making Chat unavailable in the case of an emergency. Agents are not using the app themselves.

     

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  • Ramin Shokrizadeh
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    If you create a operating hours schedule that is outside working hours, the chat dashboard will force the agent status to go offline/invisible. You can learn more about operating hours here: https://support.zendesk.com/hc/en-us/articles/360022184014-Creating-a-schedule-with-operating-hours-Professional-and-Enterprise-

    There is no setting to force logout or change the status of agents in the product today.

    If you are not wanting to change your operating hours schedule and you main end user touch point is the mobile apps, you should look into a remote config tool like I mentioned earlier.

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