Settings -> During Chats -> "Bot response after 90 seconds of inactivity" option doesn't work properly.
Steps to repro: 1) Open up a chat with yourself from another computer or an Incognito window 2) Say something as the front-end user 3) Say something as the back-end support 4) Set a timer on your phone (or whatever) for 90s 5) Wait for the timer to go off
Results: The front-end user is not notified that the support rep has left, got tied up with something else, etc. etc.
Notes:
I see that the bot will ask for the front-end user's email address, but it doesn't seem to do that until I click on the chat notification on the back-end. I waited as long as 6+ minutes and the bot didn't ask the front-end user for email until I clicked on that notification on the back end.
Other thoughts:
This message should be user-configurable.
The current message simply asks for an email address without saying anything regarding the agent disappearing from the chat. (again, see screenshot - http://research.pachecoconsulting.co/ylooFu) I would like the message to be a bit apologetic with a touch of humor. Something along the lines of, "I'm so sorry! A time lord has just shown up at my door and whisked me away. Please leave me your email address or phone number and I'll get back to you within 24hrs."
2 Comments
over 1 year ago
Hi Michael !
Concerning your first problem with the bot delay, there seems to be no problem with your case: the bot response after 90 seconds is only triggered when an agent doesn't answer to a customer. There is no message to tell the customer that the agent is gone.
We will come back to you as soon as possible concerning your message content though :)
Someone
over 1 year ago
My apologies for the ambiguity in the bug report. What I'm noticing is that it's not a 90 seconds delay before bot intervention. I've experienced the delay going on as long as six minutes without notifying the front-end chat user of anything...
Use case - If I'm chatting with a front-end user and there's a knock at my front door. Without letting the front-end user know that I'm going to answer my door "real quick", I go to answer it and I get tied up for 30 minutes. At this point, I'm not sure if or when the bot will intervene...
I just tried it again and this time it was almost exactly 3 minutes before the bot responded, making it seem that the user's "it's been 90 seconds, still nothing. Hello?" comment triggered the countdown. Screenshot - http://research.pachecoconsulting.co/Qg386O
It seems to me that it would make more sense if the bot automatically responded after 90 seconds of inactivity (full stop). At this point, I feel like it's unclear what triggers the start of the 90-second bot countdown...