Posted by Micheal Pacheco, on 08 Jun 2019
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.
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.
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."
12 months 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...
12 months 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 :)