Bug description:
When a CSA is set to "Present", their status can automatically change to "Away" after the configured away time. If Bürokratt cannot answer while the CSA is in this automatic "Away" state, the chat shows the "Notification of the absence of a customer service representative" prompt instead of forwarding the conversation to the CSA.
The "Away" status in this case should not be treated the same as "Busy", because the CSA is still active and available to take over chats even if they are not currently interacting with the admin tab.
Actual behavior:
When the CSA is "Away", the client is shown the "Notification of the absence of a customer service representative" prompt, similar to when the CSA is explicitly set to "Busy". The conversation is not forwarded to the CSA even though the CSA is still logged in and available to take over the chat.
Expected behavior:
A CSA who was set to "Present" and has only automatically changed to "Away" because of inactivity should still be considered available for chat takeover.
When Bürokratt cannot answer the client's question, the conversation should be forwarded to the CSA rather than showing the "Notification of the absence of a customer service representative" prompt.
to be discussed! new toggle/field might be needed so that clients can choose whether "away" (yellow dot) status should trigger the prompt or not.
Bug description:
When a CSA is set to "Present", their status can automatically change to "Away" after the configured away time. If Bürokratt cannot answer while the CSA is in this automatic "Away" state, the chat shows the "Notification of the absence of a customer service representative" prompt instead of forwarding the conversation to the CSA.
The "Away" status in this case should not be treated the same as "Busy", because the CSA is still active and available to take over chats even if they are not currently interacting with the admin tab.
Actual behavior:
When the CSA is "Away", the client is shown the "Notification of the absence of a customer service representative" prompt, similar to when the CSA is explicitly set to "Busy". The conversation is not forwarded to the CSA even though the CSA is still logged in and available to take over the chat.
Expected behavior:
A CSA who was set to "Present" and has only automatically changed to "Away" because of inactivity should still be considered available for chat takeover.
When Bürokratt cannot answer the client's question, the conversation should be forwarded to the CSA rather than showing the "Notification of the absence of a customer service representative" prompt.
to be discussed! new toggle/field might be needed so that clients can choose whether "away" (yellow dot) status should trigger the prompt or not.