Live Agent Not Available (Race Condition)

Forum|Forum|1 year ago
November 12, 2024
3 replies
53 views

When there are no Live Agents available and a user receives the No Live Agents Available message it is being sent before the second LLM response confirming the request for live agent support has been submitted. This is a confusing UI/UX since its not clear whether or not a Live Agent will in fact contact the user.

The order that messages are currently sent: (Confusing UI/UX)

1. I have initiated a request for an IT live agent to assist you…

2. I’m sorry, there are no live chat agents available at this time...

3. I have submitted the request for a live agent to assist you…

The order that messages are sent should be: (Preferred)

1. I have initiated a request for an IT live agent to assist you…

2. I have submitted the request for a live agent to assist you…

3. I’m sorry, there are no live chat agents available at this time...

kyril.remillard

Community Manager

1. New→4. Future Consideration

kyril.remillard

Community Manager

Thank you for submitting your Product Idea. We understand this is not currently supported and we appreciate your feedback. Please keep up to date with our latest release notes here.

We encourage other community members to thumbs up and comment on this idea. These signals help us determine what kind of features are popular amongst our users as we continue to build and improve our product.

W

wmbom107

New Participant

We have a similar request documented here:

Hoping this gains traction and we can make the user experience better!

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