How to control hours that live chat to agents is offered with Engagement Messenger

Jeremy38
Tera Contributor

‎02-28-2022 11:34 AM

We are in the process of launch chat for customers via Engagement Messenger. we would like to control when the virtual agent offers connection to live agents for example M-F 8am to 5pm EST. 1) is it possible with a low code option? 2) if not where and how would we add a script.

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Jeremy38
Tera Contributor
In response to DanielStrange

‎09-14-2023 02:37 PM

Daniel,

We ask that our agents set themselves as unavailable.  you could try virtual agent designer and add a time validation step.  if between 12am and 5am time then provide close message and end chat

 

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Jeremy38
Tera Contributor
In response to DanielStrange

‎09-29-2023 01:57 PM

Daniel,

you will need to ask that they set themselves unavailable.  You may want to open a case with SNOW as they may have other options for you.

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