Communication Channels

Get Involved. Join the Conversation.

Topic

    Kim Dante
    different chat hours for different productsAnswered
    Topic posted May 17, 2019 by Kim DanteGold Medal: 3,500+ Points, tagged Chat 
    50 Views, 3 Comments
    Title:
    different chat hours for different products
    Content:

    Our subject matter experts for different products work different shifts.  Currently, if we get a chat for a product that is supported by a team that is not online at that time, we create a chat incident and assign it to the other team.  They respond the next day.

    Instead, we'd like to have the customer choose his product before requesting the chat.  If the product is = xyz and it's between 12:00AM and 8:00AM we'd like to not have chat available and direct them to submit a question or send an email instead.  This will save our chat agents time to service relevant products.

    Is this doable with Engagement Engine?  We just enabled it and I have begun reading the documentation. 

    Best Comment

    Ajay Yadav

    Yes you can do this by Engagement Engine, 

    You need to define an operating hours set for your account by clicking on the Operating Hours button displayed in the Settings window. When you create or edit an operating hours set, you must publish it to make the set and any changes made
    available to the Operating Hours rule condition.

    Comment

     

    • Ajay Yadav

      Yes you can do this by Engagement Engine, 

      You need to define an operating hours set for your account by clicking on the Operating Hours button displayed in the Settings window. When you create or edit an operating hours set, you must publish it to make the set and any changes made
      available to the Operating Hours rule condition.

    • Ajay Yadav

      Screen Shot of operating hours, this will override the chat hours which you mentioned for Interface.

    • Kim Dante

      Thanks I will play with this.