More Granular Control of Apollo Scheduling and Delayed Response

Hello,

I currently use both live agents and the Apollo system. The live agents are employed for 40 hours per week. However, I'm facing a scheduling challenge with Apollo, as it can only be set for a single continuous time period, and I'm unable to match it exactly with the gaps in live agent coverage, which occur twice daily.

When live agents are working, I've set Apollo to respond after a 2-minute delay, giving agents the priority to reply first. The issue arises when the agents are off duty; customers become restless and are unwilling to wait 2 minutes for Apollo's response.

My ideal solution would be to deactivate Apollo while live agents are available and reactivate it only during their off hours. At the same time, I'd remove the 2-minute response delay when Apollo is the sole support option.

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Originally posted by @jr96 on community.tawk.to on 28 March 2024 · 1 vote