Greetings! Hi LC Community Family.
We are finding that customers will leave chats open, which is causing delayed.
What would be the best solutions to trigger out customers?
My idea as below :
I want to create couple of triggers:
Send a message to customer, “Are you there?” if they haven’t replied for 2 mins.
End the chat with a message if there’s no reply for 10 mins.
Is this possible? How?
(RSDH Contact Centre)
Our Support Heroes usually ask “Can I help you with anything else?”.
You can also set up an inactivity time-out (you can find it here: https://my.livechatinc.com/settings/inactivity-timeouts). After a certain amount of time when your customer is not replying, the chat will be closed automatically.
Hope it helped!
I tell them straight up that only they can disengage the chat… Usually like “did you have any other questions? if not you can close the chat”
If i have built the right rapport with the client I make it a joke too. Like" the system is set up so I can’t hang up on you, so you have to close the chat" little smiley faces soften the blow as well
I don’t see that option when I click on the link… mine goes to Chat routing… Is that inactivity timeout an option for only certain subscriptions?
I’ve just checked that and I can confirm, that it’s available from the “Team” plan.
ahhh ok, I’m on the Regular plan so that makes sense why I can’t see it.
When the agent is not responding for minutes, transfer the visitor to another agent . Applies only if the chat has just started. All following responses can be longer and won’t result in a transfer.
According to Inactivity Timeouts applies for Agents alone and how about for customer?
@rajendren.maniam, as Agnieszka has written, currently if a client is not replying for a specific time period the chat can be made inactive or closed automatically. You can set in your LiveChat app in the section chat settings >inactivity timeouts:
When there are no new messages in the chat for X minutes - make the chat inactive (Inactive chats are not included in agents’ concurrent chats limit).
When there are no new messages in the chat for X minutes - close the chat.
I hope my explanation is clear. If not, please let me know.