Skip to main content

Service Provider FAQs

Browse and search frequently asked questions.

What are some tips for working with patrons who leave before their chat is picked up?


On your shift, you may sometimes see a new chat come in but the patron navigates away before the chat is claimed.

Even if a patron closes the chat on their end and goes offline, claim this chat and send a message to the patron that they'll see when they return. This creates a better user experience for the patron than if the chat is simply closed.

A new script (canned message) has been added that you can now quickly send to patrons in this situation:

  • "Sorry we missed you! If you need further assistance, please start a new chat and someone will be happy to help."

If after a few minutes, you don't hear from the patron, you could then close the chat.

Here's an example of what this might look like:

An example of what the chat looks like when the service provider sends a scripted message after the patron has gone offline.