Key questions answered
|1) Is it possible to prevent the timeout timer so that users remain in the queue of an available agent?|
When an End User initiates chat a work item is created as a chat and routed to an available agent to accept/reject it.
Configure agent assignment rules :
Idle live chats:
|2) If an agent was not able to respond to a chat, is it possible to send the end user an automated response?||It is not possible to send an automated response to the end user if the agent doesn't respond.|
|3) If none of the available agents responded to an end user, how can I re-add the user's chat in an agent's queue once again?|
However, if you want to reassign the chat to an agent who has rejected it you can do that by configuring 'Reassign rejected'
Just some friendly feedback. Those aren't really Virtual Agent topics, more Agent Workspace Chat related. Content is very good, but headline a bit misleading.ReplyDelete
Cheers - amended as per your feedbackReplyDelete
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