We have an issue where we can have chat users left with an open chat when there are no agents are online without any feedback that they won't receive a response. t happens under specific conditions:
- Chat is started by a trigger - which occurs when the user stays on a page for a specified amount of time.
- The user is unresponsive until after the operating hours have ended and all agents go offline but leaves the chat window open.
- The user starts chatting once all agents are offline.
- There is no response from an agent, so the user eventually ends the session themselves.
We tried to get around this with a trigger that fires when the agent is offline, but we've been informed that triggers only fire when there's an agent online or invisible.
Here's the trigger we tried to set up:
"Sorry we're closed please come back between 9am and 8pm Monday to Friday "