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Hang Chats

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Cozzeka

投稿日時：2023年8月16日

In some instances, after the Bot connects customer to an available agent, the chat hangs in the lobby with no notification given to online agent resulting in a high wait time on KPI (10 seconds) in our respective market (Papua New Guinea)

I am unsure whether the issue is from our end systematically or just the bot's interactive persona to provide a feedback to customer when he or she responds after the prompt " Waiting for an agent..."

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    Paolo

    Zendesk Engineering

    Hi Cozzeka,
     
    This usually happens when you have a lot of steps in your bot flow. The "Waiting for an agent..." phrase does not affect the behavior of the bot. Reference: Understanding automated bot response behaviors.
     
    Make sure that your bot steps are within the recommended range(1000 steps). If the issue still persists, please reach out to our widget for further help. More information here: Contacting Zendesk Customer Support.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk

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