RocketChat
Changing default livechat SMS message when no agents online
I just noticed that outside of business hours, or when there are no agents online using livechat, the default SMS message when someone texts RocketChat is "Sorry, there are no online agents."
Where can this be custom configured? Haven't seen anything in the admin UI.
Ideally we'd have some settings for these cases stored in say Livechat > SMS and include the following options:
- Custom autoresponder text (their number or message is not stored in the database)
- Add to queue with custom autoresponder (they are added to the queue to be dealt with and their contact info and message is stored in the db PLUS they get a custom message back when they text RocketChat)
- Prompt with custom fields (admin enters specific data collection fields, or messages which can be replied to in order to auto populate a contact record to follow up with later > i.e. with this setting on, the first auto responder could be custom text, e.g. 1. 'No one is around right now but tell me your name and I can get someone to text you back when they can' 2. they enter their name 3. they are prompted with another sms saying 'great, if you'd like someone to email you instead, please enter your email address' 4. a final custom thank you message e.g 'thanks for your time, someone will get in touch soon!')
q./
Apparently the 'Sorry, no online agents' message prints within the livechat widget on the web as well - if someone sees the active chat window but then all agents log off; the message will print as below. Of course, this isn't ideal - we need some workflow as I suggested above to capture the person as a lead despite no agents being online...
Hi @designgurudotorg, just for you to know that nowadays we have an email alternative to this flow. @renatobecker could you evaluate the requests of Quasim to understand if it can fit in our livechat roadmap?
Hi @marceloschmidt and @theorenck!
I agree that we need to improve the SMS integration, currently we can't handle the messages that arrives when there're no online agents.
For web client we have the offline form, which allows the livechat users to send an e-mail with their personal data as well as a specific message(setting) is displayed on the offline form.
In my opinion, we can replace the default message "Sorry, there are no online agents" by a specific setting. It could be a specific message for the SMS integration or start using the Offline form message setting for other cases like this.
Other improvement is related to the queue which would be used to store the SMS messages when there are no online agents. My suggestion is to uncouple the Livechat Inquiries from the Guest Pool routing method, creating a separated resource which could provide the queue that would be displayed to the agents when they get online, as well as continue using the Livechat Inquiries queue on the Guest Pool routing method as it has been using currently.
We can raise this discussion ASAP and then decide the best way to improve the SMS Integration.
Gosh I was really hoping this would be improved by now. The issue was opened in 2017 which was 7 years ago...... 😊
There doesn't seem to be an easy way to handle this. If all agents are offline, or if business hours are enabled, SMS texts will just not appear. Yes, they go into the queue, but when back online, the queue doesn't show unless you visit Omnichannel > Active Chats because it's not automatically assigned to a department.
This issue mentions a workaround, which works, but then LiveChat accepts chats at all times.
The best workaround I've found is to enable Manual Selection on Omnichannel > Routing > Omnichannel Routing Method. That way it shows the messages in a queue that an agent can take.
If there was a way to set a default department for SMS, this would be easier. This issue mentioned it, but was never answered.
Seems like there are a handful of issues here. 😔
