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Disable "Agent join the chat" for a more "human experience"

  • April 12, 2019
  • 3 replies
  • 0 views
G

Hi there,

I talk on behalf of a young start up with only 2 seats (woom.fr), We are using mainly triggers on the chat to catch attention of customer depending on where there are in the sale funnel.

The general widget is customized with a photo of Laetitia, colleague of mine. She is initiating all the triggers on the website with different questions. 

We named our 2 seats "Laetitia" and "Laetitia Petitjean" for me and my colleague Valentin that are in charge of customer service.

The problem is that : When we join the chat as agent, it shows to the customer "Laetitia Petitjean join the chat" ... I want to delete this message to let the customer feel that from the initiation of the chat until the end, he feels like il was always Laetitia that took care of the problem

We would like to implement a "human" way of reaching the customer.

If it is your case too, vote up for this one.

Thank you very much

Gilles

      3 replies

      R
      • Ramin12
      • April 13, 2019

      Hi Gilles,

      Thanks for sharing your request. Currently, we have no plans to give an option to filter the events out of the widget.

      If you need this, you can build a custom widget using the Web SDK and choose to not display the certain chat related events.

      Here are the list of chat events you can choose to show/hide from the visitor when you build a custom widget: https://api.zopim.com/web-sdk/#chat-2

      -Ramin

        Mateusz11
        • Mateusz11
        • June 5, 2020

        Hello, I have different problem, but hiding chat events could help us as well.

        We offer chat in 5 languages and chats are sometimes assigned to a wrong department. In this case we use transfer to department option, but what customers see it that an agent joined the chat, then left it and they're back in the queue.

        We started to send customers messages informing what we do ("I don't speak you language, I'm transferring the chat"), but then Zendesk treats it as handled chat and even if customer drops the chat while being 10th in the queue, no missed chat ticket is created. So we're back to the option one.

        Hiding events from the customers would definitely help reducing their frustration.

        K
        • Kay11
        • June 19, 2020

        This is a valid case. However it isn't possible at the moment to remove those messages, unless you use the solution Ramin provided above.

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