Idle chat handling Customiziation
I am very much attuned to my customer's habits regarding our chat support system. They will initiate a chat, receive a generic response from Zobot, and then request to speak with a human.
When they request a human, our team responds accordingly, or another scenario is that they are asked a follow-up question - their response is needed to provide an appropriate answer. However, the customer will leave the chat open for hours before they respond.
Unfortunately, based on Idle chat handling, the chat is automatically closed if no response is given within the current 12 hour max. This presents a highly negative experience for our customers. As I mentioned above, our customers will sometimes come back after the idle time has elapsed and ask the same questions again instead.
I assumed changing our .visitor.idleTime would satisfy my request. We are still having issues where the chat will timeout after 12 hours.
From the screenshot below, we already increased the wait time to chat with an operator as we have a small team and are able to get to them without it automatically closing.
Is there any setting, or will there be any api that can be changed to adjust Idle chat handling?
Access your files securely from anywhere
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
John G
Sticky Posts
Plug Sample #4: Improve your customer interacting experience by letting Zobot remember your website visitor name!
Hi Everyone! In our Plug sample series, we have another simple yet efficient plug for your Codeless bot builder. Before that, I have a question. Let's say you go to the same coffee shop everyday for your morning coffee. Wouldn't you be happy if the waiter
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho Campaigns Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー