Make user logged in/out status depend on active browser window
Since the messages towards customers in the chat depend on if the Trengo users are online or not, right now we have to be really careful and not forget to logout. If someone in the office forgets to logout and shuts down his PC, he will still have the online status in Trengo. This will cause Trengo to sent messages to a customer saying 'Thanks for your message. The next available agent will answer your chat'. But, no-one is really online, so the message should be 'There is no agent available at the moment. Please leave your e-mailadres...'
This is confusing for both colleagues as well as for our customers. In Trengo, if the inbox is not open, we cannot answer tickets or chats. So basically, if no-one has the inbox open, then that would mean the chat is offline.
I know we can logout, but we are only human and especially in larger teams this will be forgotten all the time. It would be very logical to at least have an option for us to have offline/online status depend on whether the agent has an active Trengo window or not.
If Trengo is not open on my PC, I cannot answer chats, I cannot receive notifications, I am not online. Even if I have just logged in 1 minute ago, I am not online.
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Ps. I did some research but most other chat solutions do this. Once an agent's browser window is closed for a minute or so, change the agents availability to offline. For example Zendesk Chat (Zopim Chat) does change the users availability status after a minute or so. It's not even optional in Zendesk Chat, just standard behaviour.
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Hi Marcel,
Have you checked out our "Auto Offline Status" feature within the Company profile? This sets every agent within your account to offline when he is not using our application.
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Tamara Berner Hi, I did not know of that setting! We tested it and it seems to work. Although the idle-timeout is pretty high. I think 15 minutes or so?
Also, when is someone 'idle'? Is that just when he closes the browser window or can someone also become idle when not active in the window for a while?And can we increase the idle timeout? If someone closes the browser window then he cannot answer any chat or mail, so basically he could go offline directly or maybe after 1 or 2 minutes for accidental closes.
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Tamara Berner Hi Tamara, I was wondering if you had time to read my questions in above comment? Thanks! :)
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Marcel Hi Marcel! I definitely did! I noted your request for selecting your own "idle" time. I am not sure about the time we currently measure for someone to be idle. I will let you know!
Someone is idle when:
- the browser or app is closed.
- someone is not actively using the application for a while.
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Tamara Berner Ok. Thanks for the help. Ideal would be if we could set 2 idle times. One for when the browser or app is closed and one for when not using the application in a while.
In our case, and I think in most users case, when the browser or app is closed, someone is idle immediately (or after maybe 2 minutes). Simply because they cannot reply when they have nothing open, so they are literally 'away' / not available.
However, I cannot use the application for 2 hours and then a phonecall comes in and I can use it again. If all this time I still had the browser or app open, I am still available so I should not go into idle state.Hope that makes sense.
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Marcel Very clear! Sounds like a great feature to select this for yourself as an organization! Thanks for sharing!
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Tamara Berner Any updates on this?
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Marcel Not yet, but I'll keep you posted!
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It would be nice if this ticket gets some attention. Marcels idea is great. Now it does not work optimally.
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Tim Struijs Thanks for the like and follow! Will let you know if there's any news!
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We should be able to set the idle time ourselves, now it is 7 minutes which is rather long.
