Transferring agent statuses to Chatra

If there are no online agents in Chatra, this information is displayed in the widget, and the widget itself works in offline messenger mode, that is, it immediately asks the customer to introduce themselves and leave an email address to send a response to the email. This behavior is useful after business hours, but during non-business hours it's important to show website visitors that they can quickly get a consultation without filling out a form.

Until now there was no method in the Chatra API for transmitting agents' statuses. So when working with chats from Deskie one of the agents had to additionally log in to Chatra and leave a tab with it in the browser. This way website visitors could see that there is an agent online in the widget who is ready to connect to the conversation. This was obviously not the best solution, so we immediately made changes as soon as Chatra colleagues added the right API method.

Statuses without access to chat processing

If an agent sets an offline status in Deskie, without chats or a custom status with such settings that imply no access to chat processing, then after a few minutes he/she also becomes offline in Chatra. This is useful when you need to work in Deskie without showing up online in Chatra, for example, to check something after hours. The main thing is not to forget to return the correct status after the beginning of business hours, because agents in statuses like that (without access to chat processing) do not receive notifications about active chats and can not respond to them.

Payment

Despite the fact that in you need to pay for online agents in Chatra, transferring agent statuses from Deskie will not affect the payment. There may be more than one live chat agent in Deskie, but an online status in Chatra is given only to those agents who were paid for in the Chatra account. At the same time, responses are still being sent from all agents in Deskie, even those who did not have enough paid places.