![]() That's what we want.īut when the user instead sends the same message from the Zendesk Messenger, then logic goes out of the window. When they reply to that email, everytime they do so, the Ticket is Updated trigger is fired. When a user sends an email, then a ticket is created and the Ticket is Created trigger is fired. I understand how the Ticket is Updated trigger works, as I've been testing it for a couple of months now. Additionally, there can be a variance of up to 5 minutes depending on their connection to Chat. ![]() The user does not need to interact with the widget itself, but must be actively working on the page the widget is loaded on. An idle status is defined as no mouse or keyboard input on the site for 10 minutes. In the event that the visitor idles on a site with the widget, their session stays open for 20 minutes before the session automatically ends.In the event that the visitor using a browser on a mobile device minimizes, tabs away from, or closes the browser containing the chat, the session times out within a timeframe of 20 seconds to 2 minutes.In the event that the visitor closes the browser (no windows with the chat widget are open) the session times out within a timeframe of 20 seconds to 2 minutes.If push notifications are disabled, the session will timeout 30 minutes after the user backgrounds the app.įor more information about idle statuses, see the following notes:.The visitor ends the chat at which time the session immediately terminates.The agent ends the chat, at which point the session disconnect timeout is reset to 5 minutes.The visitor was disconnected for an hour.There was no activity on the chat for 1 hour.Once the live chat has ended, all additional messages are added to the chat script history as a single entry.įor the Chat Mobile SDK versions, the chat conversation terminates after any of the below conditions.Any subsequent messages are added to the chat script. ![]() The history of their previous chat is present for the agent because it’s still considered the same chat conversation. ![]()
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