Overview
Kayako Messenger intelligently sets your customer's expectations on when you can answer the chat. They can see when your team will be available, and when they message you they'll know how long they'll need to wait for a reply. At this time, there's no feature that would allow you to control your agents' online and offline statuses. You can only opt to show or not recently active staff. This article will teach you how to manage your customer's expectations in terms of availability in chat.
Diagnosis
Kayako Messenger will tell your customers when your team is available according to the business hours you've set within it. Outside of these hours, Messenger will tell customers when you'll be back. Customers will still be able to message you, and your team can get back to them later. At the top of each conversation, they'll see a response time indicator.
This message will vary depending on whether the customer is contacting you during business hours. Outside of your business hours, Messenger will display a 'Will reply as soon as they can' message, and this cannot be changed. The messenger will also display some of your staffs' names with their profile pictures on the same screen above. This does not necessarily mean that the names that appear here are the ones who are currently online.
If you want to set your messenger to follow certain business hours, you first need to set your team's business hours. To know more about setting your team's business hours, please visit the Setting Your Team's Business Hours article.
Inside of your business hours, Kayako Messenger will let your customers know when they can expect a response from your team.
Prerequisite
- To enable or configure Kayako Messenger, you will need an administrator account with the 'Manage channels' permission.
Solution
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Sign in and go to the admin area.
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Click Configure, under the 'Messenger' heading in the sidebar.
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Click the '4. Options' tab.
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In the Business hours section, click the drop-down menu to select the business hours you want your messenger to follow.
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In the Response time section, select which expectation you want Messenger to set with your customers.
- Smart response time
NOTE: This option calculates and displays your teams' average response time within the business hours you've selected: - Typically replies in a few hours
- Typically replies in a few minutes
- Will reply as soon as they can
- Smart response time
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Click the Save configuration button to save the changes.
Confirmation
Once you've set your business hours and response time options, inside your business hours, Messenger's behavior will be determined by which of the following options you select during configuration:
- Smart response time
- Typically replies in a few hours
- Typically replies in a few minutes
- Will reply as soon as they can
Outside of your business hours, Messenger will tell customers when you'll be back.
ATLAS
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