'Chat agent is available' should only appear when agents are actually available
Maybe this is a rare edge case, it just happened the first and so far only time we wanted to use the chat which is pretty off-putting. We saw the line saying the agent was available, opened a chat, it looked for an agent for a while, then said no actually no-one's here, try again later. When I went back to the start it still said an agent was available (but when trying again, no they still weren't). So how are we meant to know when we can actually chat with someone or not?
Deborah Fitchett
shared this idea
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Stacey van Groll
commented
What a poor first experience for you!
I haven't used it yet myself, and I'm a bit shocked it would create a blank case when an analyst hasn't even engaged. -
Deborah Fitchett
commented
...And each time we do try again, it then opens a new blank case in the Support centre. Cases shouldn't be opened automatically if we haven't actually had a chance to talk to anyone. Instead, if an agent isn't available it should ask whether we want to open a case *or* try again later.