Can Agents Manually End Chats in Zendesk?
Can agents manually end a chat in Zendesk?
Agents cannot manually end a chat on behalf of the visitor in Zendesk. Once a chat has started, the connection remains open until the visitor ends it. This means that even if an agent closes the chat on their end, the visitor can still have the chat dialogue open and continue the conversation.
To prevent confusion, it's important to communicate clearly with customers about chat availability and operating hours. Implementing a custom script to end chats when agents go offline can also help manage this issue.
More related questions
Why can customers still chat after all agents are offline in Zendesk?
Customers can still chat after all agents are offline because the chat connection remains open until the visitor ends it. In Zendesk Chat, agents cannot end a chat on behalf of the visitor once it has started. This means that even if all agents go…
How can I automatically end chats when agents go offline in Zendesk?
You can automatically end chats when agents go offline by using a custom script. This script detects when the account status changes to offline and ends the chat session accordingly. It's a useful workaround for ensuring that customers don't…
What happens to ongoing chats when agents switch to Invisible status in Zendesk?
When agents switch to Invisible status in Zendesk, ongoing chats remain active and are not disconnected. This means that customers can continue their chat sessions even if agents are not visibly online. However, new customers will not be able to…
How can I set operating hours for different departments in Zendesk?
You can set operating hours for different departments in Zendesk by creating a schedule with specific hours for each department. This allows you to manage chat availability based on department staffing and ensures that customers are only able to…
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