20
Not allow chats until an agent has accepted.
Problem: by allowing the customer to start typing a message immediately it gives the impression that an agent will attend to them shortly, which is not always the case - sometimes there might not even be an agent available (e.g. off sick). Creates wrong impression with the customer and poor service.
Solution: have a setting for the administrator to select whether the customer can start their message before or after an agent has accepted.
Problem: by allowing the customer to start typing a message immediately it gives the impression that an agent will attend to them shortly, which is not always the case - sometimes there might not even be an agent available (e.g. off sick). Creates wrong impression with the customer and poor service.
Solution: have a setting for the administrator to select whether the customer can start their message before or after an agent has accepted.
STATUS DETAILS
Under Review
Administrator on 1/29/2024 4:37:42 PM
At the moment, we do provide the ability to be able to customize the user interface based on events, albeit not in the admin center yet.
In the meantime, you can customize the live chat widget to mirror this function with development - using and reading the getAgentAvailability function and changing the UI as a result.
Documentation:
- getAgentAvailability function
- Develop a custom live chat widget | Microsoft Learn
- Github: omnichannel-chat-widget/docs/customizations/getstarted.md at main · microsoft/omnichannel-chat-widget · GitHub
Jessica Li
Product Manager