Keeping Live Agent Requests in Queue when Offline

lidorz
Tera Contributor

3 hours ago

In Live Agent / Messaging, I want interactions to remain in the queue even when all of my agents are offline. The idea is that the interaction will wait, and once an agent logs in and becomes available, they can pick it up. Currently, the behavior is that the user just sees the message “No agents available” and the chat is closed. Is there a way to configure AWA or Live Agent so that the interaction stays pending until an agent comes online?

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AndersBGS
Tera Patron
Tera Patron

17m ago

Hi @lidorz ,

 

That is default behavior. Why keep the interaction open? What if it take 10-20 mins or several hours before an agent comes online - Do you expect the users to sit and wait? I would strongly advise against your idea, as I see it will create poor user experience.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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