Automate visibility of different chatflows based on time
Our support team ran across an issue recently when trying to optimize our chatbot.
The goal was to leverage two unique chatflows that both connect to the same inbox, but have them automatically enabled/disabled based on time. Meaning we would essentially control when each chatflow shows up on the website without having to manually flip the toggle. It seems this is not possible at the moment.
For added reference, we have an "online" and "offline" version of our chatflow. Each provides slightly different prompts to the user. For example, offering live chat if it's during business hours or support tickets if it's after hours. Both route to the same inbox as we like to keep the team centrally focused on one location for inbound right now. Also because we utilize the same chat on every webpage so the inbox tracking code is the same.
We also explored using just one chatflow and enabling the "based on team member status" control but found that to be problematic since it was then up to each team member to manually update their availability to ensure the correct automated prompts show up in chat when we are offline.
It would be ideal if we could remove the manual steps and have a feature that either enables the first scenario, where we can set different chatflows to automatically activate/deactivate, or the second scenario which would do the same only based on team members availability status in chat.
Agreed. Have an automated 'on' time and 'off' time that coincides with a standard set by the user/business, and individuals can still set themselves as away without the people who aren't away being relegated to tickets instead of chatting.
Adding another "Please implement this functionality" call to the thread. Would love to be able to trigger a chatbot chatflow to collect user interests/information during non-business hours rather than just showing an away message.
We offer extended support hours for certain customers. The agents, topics, and mechanics of the chat are identical to "standard" support, but it's simply more available. An option to somehow consider time in a chatflow, enable chatflows at certain times (which end up in the same inbox), or even offering if/then branches based on day/time would be incredibly helpful for this scenario.
Agreed! We have a similar use case in that we have two active chatflows, one which is AI powered and the other is human powered. We would like to have the AI powered chatbot be the top priority only during off hours and the human powered one during business hours. Currently this is not possible as the priority has to be manually set.
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