Live Chat Timings

(Vila Vg) #1

hello,

assuming a live chat feature is enabled from 10am - 7pm (via zendesk / plain email), is it possible to accept the user’s query and pass it into zendesk / gmail 24/7 round the clock but if its after 7pm sen an additional response to the user that the response will be delayed until the next day’s operating hours (10am-7pm)?

Thanks

(Daniel Beckett) #2

Hi Vila,

You can have a Bot > Send a Message action with filters on the date/time received.

So for example, I have a ‘New_Message’ trigger followed by Bot > Send a Message that has the following filter:

Pasted image798×913 30.4 KB

Hope that helps.

Thanks,
Dan

#3

Hi Dan,

we also have a Live Chat option from 8:30 to 17:30 on weekdays. When it’s later/earlier or weekends there is supposed to be a different message without the Talk To Human option. Unfortunately it doesn’t work the way we need it so far…Do you have any ideas what I might have to change in the filters?

So far I put:

catchall datetime > Equals one of > Monday, Tuesday, Wednesday, Thursday, Friday
AND
catchall datetime > Is greater than > 8:30
OR
catchall datetime > Is less than > 17:30

(and the same pattern with a different message for Saturday/Sunday before 8:30 and after 17:30)

Thanks

Carolin

(Daniel Beckett) #4

@Carolin

The filters I’d go with for the weekday action are:

{{catchall.datetime}}
Does not equal
Saturday

AND

{{catchall.datetime}}
Does not equal
Sunday

AND

{{catchall.datetime}}
Is greater than or equal to
today 08:30

AND

{{catchall.datetime}}
Is less than or equal to
today 17:30

–

For the weekend action I would have a filter for:

{{catchall.datetime}}
Equals
Saturday

AND

{{catchall.datetime}}
Is less than or equal to
today 08:30

AND

{{catchall.datetime}}
Is greater than or equal to
today 17:30

OR

{{catchall.datetime}}
Equals
Sunday

AND

{{catchall.datetime}}
Is less than or equal to
today 08:30

AND

{{catchall.datetime}}
Is greater than or equal to
today 17:30

#5

Hi Dan,

thanks for the quick reply - I’ll try that right away!