Emily Patrick Posted November 11, 2021 Share Posted November 11, 2021 Hi, We've had a couple of users start chat after out chat support time has closed/ended for the day. Speaking with one user, they had Hornbill open for a few hours, forgot about it, then when they remembered, started the chat, but it was almost 1.5hours after Chat had closed for the day. Is anyone aware of any further/extra measures that can be put in place to try and stop this sort of thing from happening in the future? Can it be that when they click on the 'live' chat icon, it realises the time and comes back with an "opps, sorry, we're closed now!" type of message? Many thanks Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 11, 2021 Share Posted November 11, 2021 Hi Emily, Thanks for your post. The first thing to look at is the Operational Calendar. This related to the configurable Working Time Calendars which control the hours of operation for a number of areas. Working Time Calendars are configured in Admin, under System. You can have a look at the Working Time Calendar to make sure the set hours match those that you want the Live Chat to be available for. There is an associated message that is provided to the user when Live Chat is closed. The default message just says Sorry, but Chat is closed right now. You can change this to match your needs. This is done through the Translations option within the Live Chat page in Admin. You will see in the example below that it has been translated to something more representative to the opening hours. Let us know if that helps or if you have any further questions. Link to comment Share on other sites More sharing options...
Emily Patrick Posted November 12, 2021 Author Share Posted November 12, 2021 Thanks @James Ainsworth. I've made a change to our closed message advising when to try again, so can see if that helps. I already have our chat calendar dates/times in use, and have checked the times of this many many times!! I'll keep an eye on how things go, but if anyone can think of any other way we can prevent chats from being initiated after the close time, due to someone having a connected session to Hornbill prior to the chat close time, that would be most appreciated. Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 15, 2021 Share Posted November 15, 2021 Hi Emily, I've mentioned the concern about being able to start a chat after the close time to the development team. I'll let you know if there is any news on this. Link to comment Share on other sites More sharing options...
Emily Patrick Posted November 16, 2021 Author Share Posted November 16, 2021 That's great, thanks James! Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 13, 2022 Share Posted April 13, 2022 Hi @Emily Patrick I just wanted to let you know that change has been completed that will prevent the scenario that you described. This will be available as part of the next Live Chat update. Keep an eye open for the release notes and once the update has been applied, let us know if this has resolved your query. Link to comment Share on other sites More sharing options...
Emily Patrick Posted April 14, 2022 Author Share Posted April 14, 2022 @James Ainsworth Thanks for letting me know, I'll keep an eye out for the release notes soon. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 14, 2022 Share Posted April 14, 2022 Hi @Emily Patrick The latest update to Live Chat is now available. 1 Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now