Capability to leave autoresponses to idle end users that chat with us
RéponduWould like the ability to leave autoreponses (via triggers) to idle end users that chat with us. For example:
- 2 minutes of no response from end user, send a message to the end user
- 1 additional minute of no response, send a message to the end user
- 1 additional minute of no response, send a message to the end user, send a message to the end user and end the chat.
Today the chat trigger conditions don't let you accomplish this, and this was confirmed by the Zendesk chat team.
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Thanks for sharing this feedback, Shane Monaco.
If other users have similar needs, please up-vote Shane's post, and add any details in the comments below. -
Hi Shane,
Thank you for writing in. Fair feedback. Being able to manage your customer's expectations as they wait for a response is important. We will consider this feedback as we plan improvements.
We have seen other customers set expectations on response time during handover - 'Our team typically responds in 3 mins. Alternatively, you can drop off and get notified via email / on your linked social messaging channel when the agent responds. '
Notification via email is supported by this feature. More information on linking social messaging channel can be found here. Mobile app users would be notified by mobile notifications, if opted in.
- Prakruti
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Prakruti Hindia I believe that you've misunderstood the request. You're talking about a time when the end user is waiting on the agent to reply. The request is when the end user has been inactive. Shane Monaco wants to be able to trigger ongoing messages to the idle end user.
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Thanks for the clarification. I was thinking about the 'end user is waiting on agent to reply' scenario.
We will continue to improve workflow management for messaging. We are considering follow up and solve flow as part of it.
-Prakruti
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It is essential to have this feature enabled as my team deals with a high volume of chats everyday.
Would look forward to having this feature rolled out as it will solve a major blocker for a lot of people (even though they're not upvoting this post).
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Our team would benefit from this as well. Thanks!
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