Ending Your Shift

Before ending your shift, it's important to remember a few key items to ensure a smooth transition for your team and your customers:

Action	Why It's Important
Check your agent status to make sure it reflects your availability accurately	If you do not update your status to offline and your chat is still operating within business hours, you may be assigned escalated conversations. Simply closing the browser tab does not mark you offline! To learn more about setting your status, click the link: Set Your Availability
Resolve any remaining assigned conversations	Review & resolve any outstanding assigned conversations to ensure that no customer query is left unattended.
Check the left messages inbox for unresolved messages	If the Left Message feature is enabled, check the inbox to make sure there are no pending messages unresolved. To learn more about the Left Message feature, click the link: Leave a Message
Let fellow agents know that you are signing off	Letting your team know when you're signing off helps ensure that all pending or incoming queries are assigned correctly and handled efficiently, preventing any lapses in customer service.

FAQs

How long should I wait for a user to respond before resolving a conversation?

The appropriate duration to leave a conversation open before resolving it can depend on your specific brand's guidelines and policies. However, here are some general recommendations to consider:

1. Evaluate the nature and urgency of the conversation. If it's a time-sensitive issue or requires immediate attention, you may need to follow up more quickly. You can allow for a longer response time for general inquiries or non-urgent matters.

2. When initiating the conversation, communicate an estimated response time or tell the customer when they can expect to hear back from you. It helps manage their expectations and provides clarity on the timeframe.

3. If the customer hasn't responded within a reasonable timeframe, consider making follow-up attempts to re-engage them. Send a polite reminder or a brief message to see if they require further assistance. Before ending your shift, we recommend that you resolve the conversation and reassign the virtual assignment.