Ticket creation user journey outside of support hours

Release date: 30 July 2024

Previously, when an end-user reached Chat Desk outside the set support hours and opted not to leave a message, the user would not be routed back to the Chat Flow journey. With this release, we've improved the user journey to route the user back to Chat Flow to continue with the self-service bot when interacting with the business out of support hours.

In summary, the process now works as follows:

1. End-user sends a message to the business outside of its set support hours.

   1. If a ticket doesn't exist for this end-user, a ticket is created.

   2. If a ticket exists for this end-user, no new ticket is created and the existing ticket is appended.

2. End-user receives the auto-responders: "Thank you for reaching out. You've reached us outside of our support hours. We will get back to you as soon as possible. Would you like to leave a message for the agent? Please respond with YES or NO."

   1. Responds with “NO”: A thank you message is displayed, the session ends, and the end-user is returned to the main menu.

   2. Responds with “YES”: Another auto-responder is shown asking the end-user to enter their message. Once entered, it displays a confirmation message, ends the session, and returns the end-user to the main menu.

   3. If no reply, the session ends when the timeout duration is reached.

   4. If anything other than Yes/No is entered (not case sensitive), the same auto-responder is displayed again.

3. If the end-user reaches out to the business out of support hours again, the message will be appended to the existing ticket.

User journey when responding with "No".

User journey when responding with "Yes".