When a customer submits a live chat request, the connect widget will broadcast the incoming chat to up to 6 associates in the preferred and/or nearby stores.
If you’re not able to answer an incoming chat, but one of your colleagues is, or if the customer cancels their request, you’ll get a notification that the chat request has either been claimed by another rep or canceled by the customer and your chat availability will remain toggled on.
If the request is not answered by anyone, you’ll get a notification that you missed a chat request and you will need to confirm if you are still available to chat, otherwise you will be toggled off. The customer will be given the option to send a Customer Request email to all of the Store’s associates in the form of a New Lead.
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