How do we setup messages like “Agents are offline” or “Agents are busy” in the Studio or Inbox ?
Hey @Samarth_Mehta,
If you have enabled ‘offline ticketing’ and its required settings on the Inbox module, then if the agents are on “offline” status, then the raised ticket will go to “Open” status.
If the agents are on “Busy” status or in “Away” status and if its inside working hours, then the raised ticket will go to “Queued” status.
To check whether the raised ticket is in “Queued” or “Open” status, you can make use of “status” key in raise ticket’s (Object) variable value.
You can then configure a different text message for ticket “Queued” or “Open” status.
Thus you can setup messages like “Agents are offline” or “Agents are busy” in the Studio module.
Feel Free to let me know if you have any questions on the same.