Hi there!
Can we set up the following flow?
If a user doesn't respond to the agent's message in the messaging channel for more than 10 minutes, send an auto message in chat to the user and move the chat status to pending.
We have enabled Continuous conversations but this feature only sends an email and has no option to auto-update the ticket status or send a message in chat.Now agents have to do it manually and it takes much time.
Hi there AA,
Two options here - the easiest would be to use a macro to send the message and set the status. Since the system already sends an email notification, updating the chat might not be necessary. Our best practice is to have the agent stay with the ticket for a reasonable amount of time (2-3 minutes) and then put a message out that we're happy to assist if anything further is needed, and then submit the ticket straight into Pending. An automation could also help here, but that could take up to an hour and would not achieve the result of messaging the user in the widget. Hope this helps!
Brandon
Hi Brandon! I appreciate your feedback.
Using a macro would still require a manual effort from the agent and I was looking for a way to automate it. I wonder if Zendesk could add a trigger when it sends email notification as part of continuous conversations. In this case, we could at least automatically change the status of the chat.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.