PhillipCoronakes | 2017-07-10 01:07:38 UTC | #1
Hi,
Is there a way we can remove the couple of lines in the Chat window? What we are looking to remove is the following columns: "Connecting" "Waiting for agent" "<user> joined conversation"
Is there a way we can modify the response in the window when no agent is available? ie. if there are no available agents in the designated queue?
'<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/dc7be0c44df1de033cfde92fde54d309b97c2ede.png" width="292" height="450">
anon39326996 | 2017-07-10 11:18:46 UTC | #2
It is possible to offer something else, such as a callback, in the event that no agents are available. You cannot modify this existing window, but you could pop up a different window instead.
DMcLeod | 2017-07-12 20:38:11 UTC | #3
What we are doing is using a schedule to offer chats during business hours and callbacks after hours. Both are wrapped in a widget that you can customize to an extent. (see image below)
If the API supports it, you could potentially query for queue availability as well. The easiest would probably estimated wait time, but you could look at the options for routing status too. You may have to get a list of agents in the queue and then query for their status.
Unfortunately, we do not currently have any control of any aspect of what is rendered in the iframe, so showing alternate forms of communication or not showing chat at all are the best options.
<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/59b11d5d8599e0fd3191e531a1ba1d7e6381492f.png" width="690" height="322">
system | 2017-08-12 20:38:15 UTC | #4
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