Chat check-in ensures that end-users are present and ready to engage before the system connects them to a human agent. This decreases the average agent handle time by eliminating the time lost when agents wait for end-users who have abandoned a chat.
With chat check-in, end-users are required to check in before connecting with an agent. A check-in dialog displays to the end-user based on criteria you configure, such as wait time and queue position. If the end-user doesn't check in after the time you specify, the system removes them from the queue. Chat check-in is available for the web channel.
Configure chat check-in at the global level
To configure chat check-in at the global level, follow these steps:
- In the CCAI Platform portal, click Settings > Chat. If you don't see the Settings menu, click Menu.
- Go to the Web & Mobile Chat Settings pane.
- In the Check In section, click the Web toggle to the on position.
- In the Require consumers to check in after waiting __ seconds field, enter the number of seconds after which the check-in dialog appears. The check-in dialog requires an end-user to confirm that they're ready to chat.
In the Check In modal appears once consumer reaches queue position __ field, enter the queue position that an end-user must reach before the check-in dialog appears. The check-in dialog requires an end-user to confirm that they're ready to chat.
In the Check In modal will time out after __ seconds field, enter the number of seconds after which the check-in dialog times out, the time-out dialog appears, and the end-user is removed from the queue.
Configure whether to reconnect timed-out end-users at the beginning or the end of the queue.
Click Save Chat Settings.
Configure chat check-in at the queue level
To configure chat check-in at the queue level, follow these steps:
- In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu.
- In the Web pane, click Edit / View.
- Click the queue that you want to edit.
- Go to the Custom Chat Configuration section, and then click Configure. The Custom Chat Configuration pane appears.
- In the Check In section, click the Web toggle to the on position.
- In the Require consumers to check in after waiting __ seconds field, enter the number of seconds after which the check-in dialog appears. The check-in dialog requires an end-user to confirm that they're ready to chat.
In the Check In modal appears once consumer reaches queue position __ field, enter the queue position that an end-user must reach before the check-in dialog appears. The check-in dialog requires an end-user to confirm that they're ready to chat.
In the Check In modal will time out after __ seconds field, enter the number of seconds after which the check-in dialog times out, the time-out dialog appears, and the end-user is removed from the queue.
Configure whether to reconnect timed-out end-users at the beginning or the end of the queue.
Click Save.
End-user experience
The following describes the end-user experience after you configure chat check in. For more information, see Configure chat check-in at the global level and Configure chat check-in at the queue level.
When the check-in criteria are met, the system displays a check-in dialog to the end-user before connecting with an agent. Check-in criteria are based on a combination of the end-user's current wait time and queue position. A notification sound plays every 10 seconds until the end-user confirms or the check-in dialog times out.
The check-in dialog
If the end-user minimizes the browser for a web SDK chat session or switches to a different browser tab, the system requires them to check in. This occurs regardless of their wait time in the queue.
If the end-user checks in within the timeout period you specify, the system connects them to an agent when one is available.
If the end-user doesn't check in within the timeout period that you specify, the system removes them from the queue and displays a timeout dialog. The end-user can choose to rejoin the queue or exit the chat. You can decide if the system adds the end-user to the beginning or end of the queue if they decide to rejoin.
The timeout dialog
Troubleshoot
If chat check-in is not configured correctly, support bottlenecks can occur due to agents being idle while waiting to be connected with an end-user. This can occur for the following reasons.
End-users check in too slowly
Solution: Decrease the time that an end-user has to check in after the check in dialog appears. When the check-in dialog times out, the system removes the end-user from the queue. If feasible, Google recommends this as a first step. See step 6 of Configure chat check-in at the global level and step 8 of Configure chat check in at the queue level to edit the Check In modal will time out after __ seconds field.
End-users aren't prompted to check in soon enough
Solution: Increase the queue position threshold. This displays the check-in dialog to more end-users at once. Google recommends this as a second step because it increases the likelihood of abandoned chats connecting to an agent. If this value is too high, end-users might experience extended wait times after checking in. See step 5 of Configure chat check-in at the global level and step 7 of Configure chat check in at the queue level to edit the Check In modal appears once consumer reaches queue position __ field.
The percentage of abandoned chats is too high
This is often caused by excessive wait times.
Solution: Turn on or reconfigure overcapacity deflection to reduce wait times. Do one or both of the following:
- Deflect end-users to a different queue or channel.
- Decrease the threshold for overcapacity deflection.
For more information, see Overcapacity Deflection.
Chat check-in events
For information about configuring the web SDK to listen for chat check-in events, see Chat check-in.