Chat response time should not be calculated when all chat agents are on "invisible"
For example: a live chat comes through and ALL AGENTS ARE ON INVISIBLE STATUS. After 2 minutes an Agent jumps "Online" to service that member , and Joins the incoming chat 10 seconds after changing to online status. The Chat response time should reflect "10 seconds" not 2 minutes and 10 seconds.
For this scenario the chat response time should calculate from when the agent is on online status, as it is not a true reflection the way it is currently set up considering the the chat widget would have been showing as "offline" and should no one have answered it it would have been stored as an offline message for action- not affecting any chat response times.
Admintawk.to
(top bird!, tawk.to)
responded
Hi Heather,
Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions. We value your input and we thank you for the continued support for our product.
Our current feature calculates the time it takes an agent logged into the Dashboard to join the chat. If agents are missing chats or need more time to reply, you can create a Chat Rescuer Trigger. This trigger is used to auto-respond to messages if agents don't respond in time. The delay message options range from 10 seconds to 1 hour.
You can send a message to your visitors saying you are currently unavailable and requesting that they leave their details.
For more information, visit this link: https://help.tawk.to/article/creating-and-managing-triggers
You can also activate the scheduler function for your chat widget to avoid missed chats.
For example, if your operating hours are 9 AM - 5 PM, then when the clock hits 5 PM, the offline form will activate and your widget will no longer have online status. The offline form will ask visitors to leave their contact information (so you can get back to them at a suitable time).
To activate your scheduler, follow these steps:
1. Go to ⚙️Administration and select Channels in the left menu.
2. Select Chat Widget.
3. In the Chat Widget view, select schedule
4. Select from any of the suggested schedules or select Advanced to modify your operating times
Here is how the scheduler behaves:
- When agents are online and the widget is scheduled to be online, the widget’s status will be online.
- When agents are online and the widget is scheduled to be offline, the widget’s status will will be offline.
- When agents are offline and the widget is scheduled to be online, the widget’s status will be Offline.
- When agents are offline and the widget is scheduled to be offline, the widget’s status will be offline.
Please note: if the scheduler is offline, the widget will also be offline.
To learn more about the scheduler's Behaviour: https://help.tawk.to/article/using-the-widget-scheduler
Your offline greeting can be modified to personalize your request to leave contact details. (e.g. “We are currently closed. For urgent matters, please contact us at +12345.)
Follow these steps to modify your widget greetings:
Follow these steps to modify your widget greetings:
1. Go to ⚙️Administration and select Channels in the left menu.
2. Select Chat Widget
3. Under Widget Content, click Edit Content
4. Select Offline and customize your greeting message and contact form.
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line at support@tawk.to. Our live agents are always available to assist you.
If you would like to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!