If you’ve signed up for Freshchat before April 29, 2021, read the old articles.
Recently, we rolled out a different experience for self-service features in Freshchat. If you signed up after
April 29, 2021, continue reading.
If you’ve signed up for Freshchat after April 29, 2021, read the new articles.
Recently, we rolled out a different experience for self-service features in Freshchat. If you signed up before
April 29, 2021, continue reading.
Bot Triggers Offline Flow while Agents are Online
Modified on: Thu, 11 Jun, 2020 at 5:10 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
Applicable plans
Sprout
Blossom
Garden
Estate
Forest
The bot uses the following logic to determine if agents are online or offline:
If business hours are enabled, the bot strictly follows the business hours settings to determine if the online flow or offline flow should kick in.
If business hours are disabled, the bot follows the offline flow when all agents on the account are offline. An team member is treated as being offline if they have moved to a different tab from the Freshchat tab for over 2 minutes.
Did you find it helpful?
Yes
No
Can you please tell us how we can improve this article?
