Handling queued chats after Zendesk hours end
How are queued chats handled after Zendesk chat hours end?
Queued chats remain in the queue after Zendesk chat operating hours end until the visitor leaves or an agent manually serves them. This means that if a chat is waiting in the queue when operating hours end, it will not automatically be closed or converted into a ticket.
Agents will need to manually address these queued chats if they wish to continue the conversation. It's a good idea to set up a chat trigger to notify users that operating hours are ending soon, so they are aware of the situation. This can help manage expectations and improve customer experience.
More related questions
What happens to active chats when Zendesk chat operating hours end?
When Zendesk chat operating hours end, agents' statuses are set to Invisible, but they can continue their current chats. This means that any ongoing conversations can be completed even after the official operating hours have ended. However, any new…
Can I notify users about the end of Zendesk chat operating hours?
Yes, you can notify users about the end of Zendesk chat operating hours by setting up a chat trigger. This proactive approach helps inform users that the operating hours are about to end, allowing them to decide whether to continue waiting or leave…
What happens if a visitor refreshes their page after Zendesk chat hours end?
If a visitor refreshes their page after Zendesk chat operating hours have ended, the chat will no longer be available. This means that any ongoing or queued chats will be lost if the visitor refreshes their browser. To avoid this situation, it's…
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