Hello,
We would like to outline three specific areas for improvement, that we couldn't find a native workaround for, regarding the management and behavior of messaging conversations while they are in the queue and before they are distributed to an agent. These enhancements aim to provide greater flexibility for operational policies, increase customer satisfaction ratings, improve queue efficiency during peak loads and increase agent clarity on customer session status.
1. Customizable Inactivity Timer for Queued Tickets
Currently, a messaging ticket waiting in the queue is considered inactive if 10 minutes pass since the last customer message. We understand this is an important default mechanism, but it may not align with the varied Service Level Agreements (SLAs) or operational policies across different organizations.
Proposed Feature:
We request the ability to adjust the inactivity threshold (currently 10 minutes) for inactive messaging tickets that are still in the queue and have not yet been accepted by an agent.
This functionality could be implemented similarly to the existing configuration options for the auto-release capacity feature within Messaging settings, allowing administrators to define the period that constitutes inactivity for pre-assigned conversations.
2. Prioritization and Clearing of Inactive Queued Chats
In high-volume or overloaded scenarios, such as when agents are at max capacity and the messaging queue is piling up, many conversations in the queue may become inactive (due to the 10-minute timer) before they ever reach an agent. Distributing these inactive chats ties up agent capacity unnecessarily, leading to slower response times for truly active customers.
Proposed Solutions:
Active Chat Prioritization: Implement a prioritization logic that ensures active chats (i.e. those where the customer has sent a message within the defined inactivity threshold) are distributed to available agents first, even if other inactive tickets have been in the queue longer.
Native Queue Clearing/Exclusion: Provide an option to automatically clear, sort or temporarily exclude inactive chats from the distribution queue entirely. This would prevent capacity from being consumed by conversations where the customer has likely stepped away, improving overall customer satisfaction (CSAT) during peak times.
3. Agent Visibility into Customer Session Status
While the current auto-release reminder feature is helpful for re-engaging inactive customers, it does not provide agents with a definitive answer regarding the customer's presence. Agents lack clarity on whether a customer is actively in the chat window/tab or has truly closed their browser. This ambiguity forces agents to dedicate valuable time to conversations with absent customers.
Proposed Feature:
We seek a native solution that provides clear agent visibility into the customer's session status.
An effective solution would be a system generated internal note appearing in the ticket timeline immediately when the customer's connection to the chat widget is lost (e.g., closing the tab or browser). Suggested internal notes:
“System Note: User has closed the chat”
"System Note: User left the chat window"
This visibility would allow agents to prioritize conversations with present customers, improving agent efficiency and the experience for customers who are waiting for a live response.
Thank you!
