Communication Channels

Get Involved. Join the Conversation.

Topic

    Jeff Weaver
    Chat Option AvailabilityAnswered
    Topic posted November 14, 2018 by Jeff Weaver, tagged Chat 
    127 Views, 3 Comments
    Title:
    Chat Option Availability
    Summary:
    Can you hide the chat option if your agents are at full capacity?
    Content:

    I am trying to understand the functionality of this chat tool.  If we set our number of concurrent chats per agent to 2 chats and all our agents are busy, can we hide the chat option from our customers until one of our agents become available?  Trying to avoid chat hold times and abandon chats when our agents are not available.

    Best Comment

    Jessica Bradley

    Hi Jeff,

    Sebastiaan is correct to suggest the 'min required agents'. There are other options as well, you can find more information here:

    Answer 5349: How do I get started using Syndicated Chat Widgets?

    --Jessica

    Comment

     

    • Sebastiaan Draaisma

      Yes, to my knowledge (I don't have access to chat) you can use the attribute "minimum required agents" in your widget code.

    • Jessica Bradley

      Hi Jeff,

      Sebastiaan is correct to suggest the 'min required agents'. There are other options as well, you can find more information here:

      Answer 5349: How do I get started using Syndicated Chat Widgets?

      --Jessica

    • Christian Linke

      Yes, you can configure chat widgets to either hide chat or show a different message if agents are busy. You can do this based the number of available agents or the sessions available.

      Have a look at the options in the chat widget documentation at [your site].custhelp.com/ci/admin/docs/widgets/standard/chat 
      and [your site].custhelp.com/ci/tags/syndicated_widgets for more details.