Feature Request: Capability to suppress the "Operating hours have started" Notification

6 댓글

  • Gary Morgan

    Agents getting multiple Operating hours notifications on the Chat mobile app. The expectation is that the notifications work, without sending multiple notices. Respective of if they are online or invisible:
     ·        "You can now accept chats"

     ·        "Your status is now invisible"

    Will the mobile apps engineering team be implementing a setting to change the chat notification frequency?

     

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Shane Monaco

    Operating Hours notifications are expected to show up at the time of shift start. Are you getting it more than once?

    If you wish to disable it for a certain group of users, a workaround is available.

    You can add these users in a separate Department, and set 24x7 work time for this department. However, you will need to filter out the said department from the widget using JS APIs, so that they don't appear in the pre-chat form during the nonoperating hours. 

    Regards,

    Ayush

     

    0
  • Will Poon
    Zendesk Product Manager

    Hi Gary Morgan, we're working on improving these notifications on the mobile app at the moment. You should see an improvement with our next release which is due in the upcoming months. 

    Thanks,

    Will

    1
  • daniel.savage

    In our use case we have about 20 Agents trained for live chat but we only schedule a handful at any one time. But this means that all 20 Agent see this pop up every time they open a new window, it also blocks the "play" button so they can't just ignore it. 

     

     

     

     

    2
  • Lawrence Dye

    @...

    The notification reappears any time a new tab or window is loaded or the page is refreshed. It's not a functional issue but it is quite irritating for admins who are not on inbound support work. 

    3
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi daniel.savage

    You may create a group for agents in the same schedule and apply an operating hour to them. That way, only scheduled agents will get to see this banner. 

    Hey Lawrence Dye, you may look into the workaround I shared earlier in the thread to alleviate the problem. 

    If you wish to disable the banner for a certain group of users, a workaround is available.

    You can add these users in a separate Department, and set 24x7 work time for this department. However, you will need to filter out the said department from the widget using JS APIs, so that they don't appear in the pre-chat form during the nonoperating hours. 

    Regards, 

    Ayush

    0

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