Mira

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!

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

We would really like to have the URL that the customer contacted us from using the messaging widget to be part o a dataset so we can see the most popular pages for customers to request help from. Then we could cross reference with tags to see what they contact us about from each page.

Was this ever added? We really need a warning message for users if all our agents are busy. Flowbuilder will just make the user wait forever.

Most of our customers visit our website via mobile browser. When the Zendesk chat/messaging widget is selected, it takes up the entire screen. Customers accidentally leave the chat if they want to reference the website again.

We used a marketing company for a while, and they redirected customer conversations to SMS. We thought that was a nice solution to our problem, but we no longer want to work with them, and we'd rather keep everything in the agent workspace in Zendesk. 

Is there a way to open the Zendesk chat widget in a new browser tab so the site and the page the customer is chatting from are still accessible to them?

Is there another solution to this issue we haven't considered? I know switching from chat to messaging would allow the customer always to visit a past conversation in the widget, but we wanted to know what else is possible.

It'd be great if Answer Bot could take a stab at a customer's question AFTER the proactive chat trigger fires. Right now, when the proactive chat trigger is triggered, the conversation goes directly to an agent when we could deflect just a bit to Answer Bot. The proactive trigger allows us to ask visitors if they need help after 30 seconds on our site.

Do we know WHEN in 2022? It's nearly August and we'd sure like to use this feature. :)

We could REALLY use this as well.

We have the very same need. We need some organization fields to be editable and some not.

This is great! I'm using it to build our KPI and agent feedback process right now!