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Sapana J Customer Time-Out Warning message appears even when chat is transferred to agent and in waiting state
Hi,
We have configured "Customer Time-Out" and "Customer Time-Out Warning" in chat button. Bot is configured with chat button, when end user not responded within configured time in chat window warning message appears, which is working as expected. But when chat is transferred to Chat Agent and if takes time to transfer still "Customer Time-Out Warning" appears in chat window which is not valid case. How to fix this issue? It will be great if some one can help.
We have configured "Customer Time-Out" and "Customer Time-Out Warning" in chat button. Bot is configured with chat button, when end user not responded within configured time in chat window warning message appears, which is working as expected. But when chat is transferred to Chat Agent and if takes time to transfer still "Customer Time-Out Warning" appears in chat window which is not valid case. How to fix this issue? It will be great if some one can help.
Assuming that in your scenario, the customer's message is the last message. If yes, I think probably you can add a message from the Bot when request transfer "We are transferring the chat to agent", since the Bot message will be the last message, the customer timeout won't trigger.
Hope this helps you. Please mark this answer as best so that others facing the same issue will find this information useful. Thank you