Live chat queues

Human agents can handle only a limited number of conversations simultaneously. By default, we limit it to 4 concurrent chats, and you can change this in the “Settings – General – Live chat settings” menu.

Setting the maximum number of chats per agent
Setting the maximum number of chats per agent

Once this limit is reached by all agents, new live chat requests will get queued and will be assigned to agents only when they close existing live chat sessions.

Long waiting times are annoying, so we’ve made it easy to display the number of people in line (for each specific queue tag). Just use the $_live_chats_in_queue attribute in the “Escalation message” text, and your users will be able to estimate the waiting time.

Using attributes in the LIVE CHAT block settings
Using attributes in the LIVE CHAT block settings

Handling timeouts

If the live chat session was not accepted by any agent before the timeout, the “ERROR” exit will be triggered, and you can suggest your customer to keep waiting or to get his or her request to be processed manually when someone is online.

Example of the timeout handling in the live chat skill
Example of the timeout handling in the live chat skill

Accepting queued chats manually

When you have a sudden surge in the number of live chats (think of an internet outage situation for a telecom provider customer service, for example), it’s a common practice to add more human agents to handle these conversations.

When a live chat agent logs into Activechat, by default he/she will be set to “Not accepting chats” mode. This prevents the situation when chats are immediately assigned, and the agent cannot prioritize conversations.

Default setting after the agent logs in
Default setting after the agent logs in

In this mode, the agent can browse queued chats and choose the ones that should be prioritized or require immediate attention (for example, based on customer attributes, location, or segment).

Just choose “Queued” from the “Show” drop-down list:

Browsing and prioritizing the queued chats lits

To accept a specific chat or transfer it to another agent, click the “Accept” or “Transfer to…” buttons at the bottom.

IMPORTANT: You can transfer queued chats to other agents only if you have the “Live chat admin” permission.

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