Create a Step in Flow Builder that Notifies User all Agents are Busy During Open Hours
We have configured business hours and are using the business hours steps in our flow builder. However, our team may not always be available during business hours. If all the agents have reached their maximum messaging ticket capacity or if we have a team meeting or if people are out sick, we'd like to be able to notify a customer that no agents are available and they are welcome to leave and a reply will appear both in the widget and their email as soon as possible.
We'd like this to happen one of two ways:
1) Before the transfer attempt is made during open hours
OR
2) After the user has waited for X seconds for an agent to answer their "open" hours transfer
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Mira Yes! We 100% want this. I am shocked it's not an option for messaging. It seems to be an option for Chat but we don't want to use chat anymore. It's called "Chat Rescuer" but won't work for messaging! Ugh. That's a bad user experience to sit there indefinitely without a follow up.
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Right? What I ended up doing is adding copy to the transferring message saying that if we don't respond within 30 secs they should feel free to walk away. Not great!
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Pretty much the same! Hopefully they will see this.
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Current wait times and place in queue would be extremly helpful during times of high volume or always.
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