Auto-Accept in Zendesk Agent Workspace Explained
Learn how auto-accept in Zendesk Agent Workspace streamlines conversation handling by routing chats automatically to agents.
What happens when auto-accept is enabled in Zendesk Agent Workspace?
When auto-accept is enabled, incoming conversations are automatically routed to available agents, and the Conversation and Accept buttons disappear. This streamlines the process, allowing agents to focus on handling conversations without manually accepting each one. However, if Hybrid mode is activated and a chat limit is exceeded, the Accept button will reappear, allowing agents to manually accept conversations. For more details, check out theoriginal link.
More related questions
How are agents notified of new conversations in Zendesk Agent Workspace?
Agents receive both visual and sound notifications for new conversations. A visual notification appears at the top-right of the Agent Workspace, and a tab for the new ticket appears at the top-left. Agents can click these to open the conversation….
Can agents manually accept conversations in Zendesk Agent Workspace?
Yes, agents can manually accept conversations if Hybrid mode is activated and a set chat limit is exceeded. In this scenario, the Accept button will reappear, allowing agents to manually accept incoming conversations. This provides flexibility in…
What should I do if notifications aren't working with auto-accept enabled?
If notifications aren't working with auto-accept enabled, it's important to ensure that notification settings are correctly configured. If issues persist, consider reaching out to Zendesk support for further assistance, as they can help…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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