Dear Community Members,

Please let me know if you have some tips/solutions for the below situation for Chat implementations.

Often Agents find some chat sessions where customers do not respond any more. In this case they keep sending reminders asking if they are active every few minutes and then end the chat after 2-3 reminders. However sending such reminders manually is difficult when handling 3 chats at the same time. Is there a way in Genesys chat we can send automatic reminders to customers when they are not active for say 1 minute?
#DigitalChannels

------------------------------
Cibjo Pius
------------------------------

Hi Cibjo,

Kindly have a look at the below URL to configure the chat inactivity reminder for the customers, Please do make sure that your chat server is at the minimum supported version 8.5.104.08 to use the respective functionality. This functionality is disabled by default, once you enable the option all you have to do is set your time-out and desired message alerts to be shown to the customer.

https://docs.genesys.com/Documentation/ESChat/latest/Admin/ChatInactivity




------------------------------
Karthik Eswaran

------------------------------

Original Message:
Sent: 03-06-2019 03:50
From: Cibjo Pius
Subject: Chat Auto response when no updates from customer

Dear Community Members,

Please let me know if you have some tips/solutions for the below situation for Chat implementations.

Often Agents find some chat sessions where customers do not respond any more. In this case they keep sending reminders asking if they are active every few minutes and then end the chat after 2-3 reminders. However sending such reminders manually is difficult when handling 3 chats at the same time. Is there a way in Genesys chat we can send automatic reminders to customers when they are not active for say 1 minute?
#DigitalChannels

------------------------------
Cibjo Pius
------------------------------

Thanks a lot Karthik. This helps. We are on a lower version of GMS to achieve this.

------------------------------
Cibjo Pius
------------------------------

Original Message:
Sent: 03-07-2019 02:11
From: Karthik Eswaran
Subject: Chat Auto response when no updates from customer

Hi Cibjo,

Kindly have a look at the below URL to configure the chat inactivity reminder for the customers, Please do make sure that your chat server is at the minimum supported version 8.5.104.08 to use the respective functionality. This functionality is disabled by default, once you enable the option all you have to do is set your time-out and desired message alerts to be shown to the customer.

https://docs.genesys.com/Documentation/ESChat/latest/Admin/ChatInactivity




------------------------------
Karthik Eswaran


Original Message:
Sent: 03-06-2019 03:50
From: Cibjo Pius
Subject: Chat Auto response when no updates from customer

Dear Community Members,

Please let me know if you have some tips/solutions for the below situation for Chat implementations.

Often Agents find some chat sessions where customers do not respond any more. In this case they keep sending reminders asking if they are active every few minutes and then end the chat after 2-3 reminders. However sending such reminders manually is difficult when handling 3 chats at the same time. Is there a way in Genesys chat we can send automatic reminders to customers when they are not active for say 1 minute?
#DigitalChannels

------------------------------
Cibjo Pius
------------------------------