How can I notify users of the live chat widget that no agents are currently available?

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Posted on by Elowy GrootCRM

Hi Dynamics pro's,

Our website features the Dynamics live chat widget (without a bot) for contacting our company.

We have noticed that customers who try to contact us when no agents are online do not receive a notification about this and simply remain in the queue. Waiting and waiting...

How can I set a 'no agents online' message?

Thanks a lot,

Elowy.

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Dynamics 365 Customer Service

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Muhammad.Affan Moderator on at

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Hi Elowy,

Refer to this video, it provides solution to your requirement:

https://www.youtube.com/watch?v=1s4dnxU_bFI

Thanks

Affan

If my suggested answer has helped, please mark it as verified.

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Elowy GrootCRM 54 on at

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Hi Affan,

Thanks for pointing me to that great video.

However, I’m encountering a scenario where no agent is online during opening hours. Do you have any suggestions for handling this situation?

Thanks,
Elowy

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Muhammad.Affan Moderator on at

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Hi Elowy,

Maybe you can play with agents presence statuses (e.g., Available, Busy, Away) and create a power automate flow that sends a notification to the live chat.

Just a suggestion!

Thanks

Affan

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Jack Wicks 2 on at

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Hi there!

This can be done using automated messages.

If you head into the customer service admin centre > Settings >Channels > Chat Channels > (Your chat channel) > Behaviours tab > Custom automated messages.

Here you can select from a number of preconfigured triggers such as 'No agent available' and then create your message.

You will also need to ensure that agents are marking themselves as offline or away when not available.

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Elowy GrootCRM 54 on at

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Hi Jack,

Thanks for your response. I'm afraid I'm missing something. I added the following message:

I waited about 15 minutes, all agents are still offline (sure about that). This happens when testing:

So, somehow an agent is assigned immediately. Although I see no assigned agent in the "Ongoing conversations" tab assigned to the incoming chat.

Maybe I didn't configure the queues well?

Thanks for all help!

Kind regards,

Elowy.

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Elowy GrootCRM 54 on at

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Unfortunately, it seems there's no ready-made solution for this problem. I found this idea, so please consider upvoting it.

https://experience.dynamics.com/ideas/idea/?ideaid=3dc52f85-f163-ec11-a3ee-0003ff45c94c

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