Capability to leave autoresponses to idle end users that chat with us


7 Comentários

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing this feedback, Shane Monaco

    If other users have similar needs, please up-vote Shane's post, and add any details in the comments below. 

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Shane, 

    Thank you for writing in. Fair feedback. Being able to manage your customer's expectations as they wait for a response is important. We will consider this feedback as we plan improvements. 

    We have seen other customers set expectations on response time during handover - 'Our team typically responds in 3 mins. Alternatively, you can drop off and get notified via email / on your linked social messaging channel when the agent responds. '

    Notification via email is supported by this feature. More information on linking social messaging channel can be found here. Mobile app users would be notified by mobile notifications, if opted in. 

    - Prakruti

  • Nikki

    Prakruti Hindia I believe that you've misunderstood the request. You're talking about a time when the end user is waiting on the agent to reply. The request is when the end user has been inactive. Shane Monaco wants to be able to trigger ongoing messages to the idle end user.

  • Prakruti Hindia
    Zendesk Product Manager

    Thanks for the clarification. I was thinking about the 'end user is waiting on agent to reply' scenario. 

    We will continue to improve workflow management for messaging. We are considering follow up and solve flow as part of it. 


  • Ganesh Pawar

    It is essential to have this feature enabled as my team deals with a high volume of chats everyday. 

    Would look forward to having this feature rolled out as it will solve a major blocker for a lot of people (even though they're not upvoting this post).

  • Gabrielle Plé (no longer with gofor)

    Our team would benefit from this as well. Thanks!

  • Catherine Bowman

    This would be a benefit to our team as well.


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