Why Customers Chat When Agents Offline in Zendesk
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 offline, the chat session can continue until the visitor decides to end it.
To address this, you can implement a custom script that automatically ends the chat when all agents are offline. However, this requires some technical setup and is intended for Zendesk Chat Phase 4 customers and those using the integrated Web Widget experience. For more details, you can refer to theoriginal article.
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