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    25 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing and for reaching out.

    This is how the department function works for chat.

    ​1. Chats can be assigned to departments, all AGENTS including those who are not assigned there can see the incoming chats, but only those who are assigned to the department will get a notification.

    ​2. This is so to allow easy chat take-over especially if the transfer is from one department to another.

    3. ​In departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.

    ​4. Currently, there is no set-up to hide chats from other departments.

    If you…

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    Anonymous commented  · 

    1. Can we define Chat inactivity time out if any of visitor do not respond to particular chat session?

    2. Can we define particular number of chat he/she could join at a time?

    3. What are the possibilities of chat auto transfer to second available agent if first agent is not answering to incoming chat.

    4. If visitor or agent is closing the chat session it must be closed at same time, this should not be as it must be closed from both end.

    Anonymous supported this idea  · 

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