Trigger for incoming assigned chats

4 Comentários

  • Yunen Yeo

    Hi Christina,

    Thank you for posting in our community. Would you be able to explain why this is important to you, and what you are trying to achieve with an automated response from an agent that has been already assigned to a chat?

    0
  • Sergiu Birca
    Zendesk team member

    Hi Christina,

    The system will actually send a message to the visitor informing him of the assignment:

     

     

    A trigger would duplicate this event.

     

    Kind Regards,

    0
  • Christina Fountain

    Hi Yunen & Sergui, 

    The reason we wanted an automatic reply is because we are having a hard time reaching service level at certain hours. So, even though the chat is assigned to an agent - if they don't respond in a timely manner we don't meet service level. 

    0
  • Yunen Yeo

    Hi Christina,

    Maybe you can explain further as to why an agent is unable to type a quick message once he/she is assigned a chat? I'm not able to properly visualize why agents aren't able to respond in a timely manner once they are assigned a chat.

    Thanks

    0

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