In Omnichannel for dynamics, I dont see any option to configure offline survey after the working hours scenario and also I do not see any option for Post chat survey.
Are these not supported by the product? If not supported any suggestions would be appreciated. One idea is to use bots to collect query and create case during after working hours scenario.
Hi Shivaprasad.
At the moment, Omnichannel doesn't support offline surveys. If the chat isn't enabled (due to working hours), then Omnichannel won't be launched.
What could be appropriate is to have a Forms/Forms Pro form that a website, or PVA, could direct the customer to. This could then be picked up by the customer service team when they come in the next day.
Thanks for the quick reply CRM Ninja! I am thinking of creating 2 separate chat widgets. 1 for with in office hours and the other outside, the one within office hours would be picked up by agents and the other one by bots which create the case after collecting details from users and add the case to omnichannel queue.
No problem!
That would work, though the case wouldn't be in the Omnichannel queue. It would be sitting in the general Customer Service queue (or wherever you're going to route it to)
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