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Alert or notification to the agent for chat support

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Sandip Ghoniya

Publication le 14 nov. 2023

Our standard hold time for chat support is 3 minutes, we want our agents to proactively go back to the client and inform them that their request will take some time to find a solution.

To ensure timely communication with clients, we need a feature or condition that triggers an alert or notification to the agents if they haven't responded in the chat for over 3 minutes.

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    Arianne Batiles

    Zendesk Customer Care

    Hi Sandip Ghoniya,

    Notifying an agent in the UI to follow up on their chat conversation isn't natively possible within support. I've found that other users are discussing similar needs here:
    https://support.zendesk.com/hc/en-us/community/posts/5362457463706-Feature-request-Pop-up-alerts-in-Support

    You can up-vote that post and add your detailed use case in the thread. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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