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different chat hours for different products

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edited May 17, 2019 8:18PM in Communication Channels 3 comments

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Our subject matter experts for different products work different shifts.  Currently, if we get a chat for a product that is supported by a team that is not online at that time, we create a chat incident and assign it to the other team.  They respond the next day.

Instead, we'd like to have the customer choose his product before requesting the chat.  If the product is = xyz and it's between 12:00AM and 8:00AM we'd like to not have chat available and direct them to submit a question or send an email instead.  This will save our chat agents time to service relevant products.

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