Good morning.
We currently have a very basic setup on our website. A welcome flow gets triggered when a customer opens the chat on specific website pages. If the customer doesn’t find what they want they then get passed to a second flow which, during business hours, takes their details and passes them to an agent.
I was looking at the reporting today and this second flow appears to have been triggered (and the flow completed) outside of business hours but the welcome flow is blank. I can’t understand how it was triggered.
Has anyone else experienced that?
Hi @Eanna11, It is possible that the customer came through and spoke to the agent. The agent then marks it as pending, meaning for the user, it is technically still active. They return and continue their conversation, pushing it through to the agent out of hours as the Bot is already connected to the contact centre and doesn’t recheck the times.
If you look at the conversation history for that interaction, you will likely see what happened. Do drop me a message if you need further help with this.
Kind Regards.
Jonathan.