From time to time we step away from our desks for a variety of reasons and forget to mark ourselves as away. Sometimes a chat will come in and we neglect them on accident.
Is it possible to have a feature that will automatically reassign a chat to another available agent due to inactivity based on a predetermined amount of time? It will help us not **bleep** off our customers.
Ideally we could set things so that after 1 minute, 1 minute 15 seconds, 2 minutes etc. with no answer, the chat is reassigned to someone else. Or there is an option to set up a custom update after X amount of time to say "Sorry, it looks like Bob has stepped away for a moment. I'm assigning you to a different agent, so it should just be a moment." or "Sorry, it looks like Bob has stepped away for a moment. You can continue to hold or enter your email address and one of our team members will be in touch with you shortly." Something like that.
This is SO needed. This would be a game-changer just in case we happen to step away without changing our status to "away." It's just another fail-safe that would ensure that no one is left hanging. Great idea!
yes! inactivity timer as a condition on if/then action
but also need if/then to be possible on the action where we assign it to an agent as nothing can be evaluated at present after you assign the conversation
Yes, I also have the request. With such an action, we could not only unburden our agents but also give timely response to our contacts. Hope we can have this function soon.
It would be amazing to build this feature into chats. We have a team of approx a dozen reps who chats will rotate to, so automating reassignment if someone is away from their desk will be a huge improvement to customer experience
