I had encountered this problem recently, as due to business, my agent, who was serving few customer at the same time, did not manage to reply 3 of my customers and they left with disappointment.
So after studied the whole scenario, I understand that she was too busy to handle plenty of customers on the same time, and she is a hardworking and responsible girl, so I dont want her to feel depleted due to this.
So I studied some features of the triggers and tested it on my website. But after implementation, I still see this recurring problem then just like about an hour earlier, I just realized that Chat Rescuer is only triggered when the customer IS NOT SERVED! Well, this is my fault so I just hope that my simple request for new feature can be materialized.
What I hope is, in the ADVANCE TRIGGER, there is additional CHECK that could be added to tackle this issue, suggestions are:
- DURATION OF LAST MESSAGE RECEIVED AND NOT REPLIED (IN MINUTE)
- AGENT IS ATTENDING ON ANOTHER CHAT (IN MINUTE)
- AND OTHER
Just need a proper factor to trigger a simple message such as please wait for awhile, while we are checking" to send to customers will reduce this problem. At least he/she feels that my team is busy handling something.
Maybe this might be too complicated to set up but I am sure that it can bbe done for sure.
I hope other that faces similar problem can support this too