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Messaging response when closed

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Publication le 11 juil. 2022

Good morning. 

We are seeing a number of instances where customers are returning to existing messaging conversations outside of our business hours and they are not recieveing any message to say that our office is currently closed. 

I have checked Flow Builder and everything is setup correctly, the appropriate Schedule is also in place. 

This is causing understandable frustration for customers who expect a reply. 

Example below, you will see no further message was sent after the customers message. This message was sent on a day we are closed and would not reopen for 24 hours. 



Does anyone know how to rectify this. 


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Dane

Zendesk Engineering

Hi Jack,
 
This normally happens if the customer replied on a currently open ticket. It will immediately update the existing ticket without interacting with the Flow Builder steps (If Schedule has been setup).
 
As a workaround, you can use the native Chat and Messaging triggers to send a message that includes your schedule. However, it will be limited to the condition when the account is offline (no agents are online).
 

 

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