Giving the agent control over their appearing status to users
How is this useful?
This is useful for agents to manage the volume of queries coming in at any one time, based on the agent’s own availability.
Steps to appear online/offline:
- Next to the Agents Online button is the Online/Offline toggle.
- When you are online and ready to handle live chats remember to switch from ‘Offline’ to ‘Online’.
When you are ‘Offline’, the bot will not accept users into the Live Chat queue.
If you still have customers in the Queue and you decide to switch it from ’Online’ back to ‘Offline’, you will still be able to serve the remaining customers in the queue, but no new customers will be added to the queue.