Ticketing, queues & SLA — found from sitemap — LiveChat

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Facts read from this source

• Queue trigger Report an error

  “Customers enter queue when your agents’ chat limit has been reached. This way they can focus on finishing current chats before starting new ones. You can change the limit in your agents’ profile settings.”

• Agent chat limit configurable Report an error

  “If you notice that too many customers end up in a queue, you can modify your agents’ individual concurrent chat limit. In other words, how many chats an agent can handle at a time.”

• Manual chat selection Report an error

  “But you can change it so that all customers land in the queue first and then are picked manually by agents.”

• Queue pickup shortcut Report an error

  “You can pick up chats from queue using a shortcut; ctrl + alt + J for Windows or ctrl + ⌥ + J for Mac”

• Queued visitors messaging Report an error

  “Queued visitors can send messages just like in a regular chat. They are delivered to the LiveChat app and agents can review them, prioritize and take care of the most urgent issues. Agents can send replies only after assigning queued chats to themselves.”

• Queue chat feed preview Report an error

  “When you select a queued chat from your list, you can see a live feed of messages sent by a visitor.”

• Unassigned chat email reply Report an error

  “You can still send a reply in the unassigned chat. It will be delivered to the customer’s email address and it will load in the chat window from the visitors’ perspective in case he’ll return to your website.”

• Queue form customization Report an error

  “You can change the message displayed when a customer enters the queue.”

• Queue message variables Report an error

  “The %number% and %minutes% values will show the visitor’s number in the queue and give the approximate amount of time it will take to enter chat.”

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