Now when an agent is on holiday, he/she can still receive assigned conversations. Because he was already the owner of this conversation. As a result, the other team members may overlook this conversation.
In fact, it should be the case that if an agent is set to away, he will no longer be assigned a single conversation, even if he was already working on with the conversation. If a customer then responds to a previously assigned conversation, that conversation should be reassigned to an agent who is available.
Status: Idea Submitted
Hey @DAarnink,
This may be possible through Workflows. You could, in theory, have a Workflow that unassigns the ocntact at the end of the assigned owners workday. Of course this does not deal with mid-day unavailability but it gets you halfway there.
Do these conversations generate tickets? If so, you could potentially use Insycle’s support ticket availability features, which allow you to set working hours. You can toggle users away/available for unexpected availability, and add future dates of unavailability, such as vacation days or conference days. Full disclosure, I work for Insycle, but the availability features are great there. I can check on whether we are able to interface with conversations here.
Hi @RBozeman,
Thanks for your idea!
About the workflow, do you mean that all conversations will be unassigned at the end of the day? So that means that when a customer replies to an email send the day before, another agent can be assigned to that email, eventhough the agent who replied first is available?
We only work from the conversation inbox, not with tickets. So that won’t be an option unfortunatelly.
This would also be perfect for tickets in helpdesk for those who do customer support. This is one of the intercom feature that we totally missing. Can you please consider this?