Automatically change status to away when inactive
if i am in the admin panel, and i am online. but i walk away from my desk i would like my status to auto change to offline or away when there is no activity for 30 minutes ( or a set amount of time )
setting in program to auto set online/offline status based on screen saver/screen locked
This is critical for us too. If our agents forget to logout out and walk away from the computer our customers just get left hanging.
Andy Hunt commented
Yes, I very much would like to see this. LiveChat has this feature and when I was a LiveChat user I found it great not having to remember to manually change my status every time I left my PC to do something else.
Paul, your explanation is just plain stupid.
Funky Moose Records commented
I think the problem with this is going to be the mobile app. If you're logged in on both desktop and mobile, do you have to answer 2 sleep timers?
Steve at Varlink commented
I agree totally. Understand that this may not be possible in the web app, but the desktop app is invaluable.
461 votes and its been declined????
Yes this is very much required, otherwise there is the possibility of missed chats and unhappy clients waiting for an agent that is never going to respond because they have gone to lunch and forgot to turn off the live chat
This is a simple but effective solution to the auto-online / offline request. Zopim does this in sort of a roundabout way, as do other non-chat applications. The desktop and mobile applications can even interact with this timer to give a more current status.
Perhaps this type of "dead-mans-switch" can be used to fire some administrative trigger events for more advanced processing.
Agents being online when they are not is a huge problem currently - no customer wants to see "Online" but get no response from a company, and we all know agents regularly forget to set their status to away/invisible when not working especially on the mobile app.
My proposed solution to help alleviate this would be to add an "are you still there?" popup (Netflix does this), and if the agent doesn't respond within X minute(s) to set their status as away/invisible/offline. It could check the agents status every 1 hour or something like that - customization needed of course.
Also, you could consider a "sleep timer" where agents ask to be set as away/invisible/offline after X minutes. This is useful if an agent knows they only have a 2 hour window to offer support.
Consider implementing one or both of these features - it will save us a lot of trouble!
It'd be nice to be able to set up my status to automatically change to Away if there has been no activity on my computer for 15 minutes (or customizable amount of time) based on mouse or keyboard movement.
Yes, I'm also switching to another chat service just because of the lack of an auto logoff feature.
I've tried several times to convince the authors of the importance of such a feature, but they're just not interested. Very strange...
The new desktop app SHOULD have this added. It is understandable to not have the functionality for those only using the web app, but the desktop app should be able to recognize a lack of glabal inactivity.
Note this is NOT a duplicate of other suggestion which was submitted before the desktop app:
Yesterday i go to home and forget to close the Browser. And a lot of people tried to talk at night... And become angry for not be responded.
The Tawk.to features are awesome and free, but I had to switch back to Zopim only because this.
Anton Chasnyk commented
Great idea. It is really necessary feature.
Anton Chasnyk commented
If operators are AFK and forgot change the status, widget still online and response time increases. I suggest a feature what automatically change a operators status in operators application based on mouse or keyboard activity. This feature realized in JivoSite for example.
This is a common feature in many chat and phone applications. If there is no mouse or keyboard activity for x mins, it automatically switches to away. This should reflect in the app and on the live chat sight. If I start typing or move the mouse, it can then switch back to available. This would help avoid the loss of chats.
Cassio Simões commented
Any update on this? I too need this feature. Please tell us if this feature will or not be available.
I don't think you got the point.
When an operator uses tawk.to chat and for ANY REASONS forgets to put the status to invisible OR forgets to completely logoff when he/she is away for a wee or just because the shift is over, incoming chats will still be forwarded to the "not present" operator who will not be able to answer. This is not exactly what you expect from a valid live help chat system.
Many other chats have this very important feature so I think you should as well.
You don't have to invent anything new. Just copy.
And for "tawk app" users? It has to be possible to detect inactivity.