{"id":9104,"date":"2017-11-09T11:11:25","date_gmt":"2017-11-09T02:11:25","guid":{"rendered":"https:\/\/beta.gitple.io\/message_submit\/"},"modified":"2021-07-06T17:15:15","modified_gmt":"2021-07-06T08:15:15","slug":"message_submit","status":"publish","type":"post","link":"https:\/\/gitple.io\/en\/message_submit","title":{"rendered":"Acceptance processing when an agent is absent"},"content":{"rendered":"<p>If you have viewed \u201cSetting My Service\u201d (https:\/\/beta.gitple.io\/en\/my_service\/), let us explain how to handle the case that the agent is absent when receiving an actual client request, based on two parts.<\/p>\n<ul>\n<li>In a situation that \u201cmessage acceptance\u201d is displayed if the agent working hours set in the <strong>\u201cService setting &gt; General\u201d<\/strong> menu and the agent status setting value on the right upper side of the workspace correspond to the condition of the agent absence.<\/li>\n<li>A process that the agent returned from his\/her absence checks and processes the accepted message.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>If it\u2019s not the defined business hours or there is no available agent, the customer has to leave a message.<\/p>\n<ul>\n<li><strong>During non-business hours<\/strong> the customer will be guided to set up acceptance to leave a message.\n<ul>\n<li>Menu:\u00a0Set <strong>&#8220;Service&gt; General&gt; Business hour&#8221; <\/strong>attribute. (By default, it is set from 9am to 6pm on weekdays. Lunchtime can be set.)<\/li>\n<\/ul>\n<\/li>\n<li><strong>When there is no available agent,<\/strong> \u00a0the customer will be guided to set up acceptance to leave a message\n<ul>\n<li>Menu: You can select one of \u201cIn-progress\/Busy\/Hidden\u201c if you select the agent name on the upper right (The acceptance information will be given if Busy or Hidden is selected.)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><iframe title=\"[\uae43\ud50c] \u1106\u1166\u1109\u1166\u110c\u1175 \u110c\u1165\u11b8\u1109\u116e \uc0c1\ud669\" width=\"1100\" height=\"619\" src=\"https:\/\/www.youtube.com\/embed\/5pvPNmr8z0g?feature=oembed&#038;enablejsapi=1&#038;origin=https:\/\/gitple.io\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3>This section explains how to handle a message left by the customer.<\/h3>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><iframe title=\"[\uae43\ud50c] \uba54\uc138\uc9c0 \uc811\uc218 \ucc98\ub9ac\" width=\"1100\" height=\"619\" src=\"https:\/\/www.youtube.com\/embed\/tGucVZlkyL8?feature=oembed&#038;enablejsapi=1&#038;origin=https:\/\/gitple.io\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/p>\n<p style=\"vertical-align: baseline; margin: 7.5pt 0cm 7.5pt 0cm;\"><span style=\"font-family: \ub098\ub214\uace0\ub515; color: #666666;\">As you have seen in the video, you can check the received message and end like general chat.<\/span><\/p>\n<ul>\n<li>Select <strong>&#8220;<\/strong><strong>Chat <\/strong><strong>&gt;\u00a0<\/strong><strong>Checklist &#8220;<\/strong>.\n<p class=\"warn\">(Or, you may select \u201cCheck&#8221; on the upper status bar.)<\/p>\n<\/li>\n<li>Leave a \u201csession note\u201d after processing the message left by the end-customer.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you have viewed \u201cSetting My Service\u201d (https:\/\/beta.gitple.io\/en\/my_service\/), let us explain how to handle the case that the agent is absent when receiving an actual client request, based on two parts. In a situation that \u201cmessage acceptance\u201d is displayed if [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[237],"tags":[253,250,252,255,254],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v16.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Acceptance processing when an agent is absent - \ucc57\ubd07\uacfc \uc0c1\ub2f4\uc0ac\ub97c \ub118\ub098\ub4dc\ub294 \uc634\ub2c8\ucc44\ub110 \uace0\uac1d\uc0c1\ub2f4 \uc194\ub8e8\uc158, \uae43\ud50c\ucc57<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/gitple.io\/en\/message_submit\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Acceptance processing when an agent is absent - \ucc57\ubd07\uacfc \uc0c1\ub2f4\uc0ac\ub97c \ub118\ub098\ub4dc\ub294 \uc634\ub2c8\ucc44\ub110 \uace0\uac1d\uc0c1\ub2f4 \uc194\ub8e8\uc158, \uae43\ud50c\ucc57\" \/>\n<meta property=\"og:description\" content=\"If you have viewed \u201cSetting My Service\u201d (https:\/\/beta.gitple.io\/en\/my_service\/), let us explain how to handle the case that the agent is absent when receiving an actual client request, based on two parts. 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