Hello, During the night our live chat window displays a message letting visitors know that chat is closed but they can leave their question and an email address and we will get back with them the next business day. So when I wake up, I review the messages, associate the visitor/create contact, and write a message acknowledging receive of their inquiry (which they will receive in the transcript) and then close the chat. This is causing a problem with reporting because it will show the chat was open for many hours, when in fact there was no activity during that time. Is there a way to update the close date or duration to correct this issue?
I would recommend creating a bot where you can gather questions at that time and follow up the next day once the bot closes the chat. (More information here)
Thanks so much! I think this sounds like a great solution. Don't know why I didn't think of that. I will try it. If anyone else has ideas please let me know. Thanks!