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LibChat: Automatically create follow-up tickets for missed chats

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Admin users with LibChat active can adjust the Create Tickets From Missed Chats​ setting to choose to automatically create follow-up tickets for missed chats.

By activating this setting, chats that go unanswered in LibChat will be automatically turned into LibAnswers tickets shortly thereafter to facilitate further follow-up if they provided their Contact Info when initiating the chat. For this reason, if you activate this setting it is highly recommended that you also require the patron to provide their contact information in all of your chat widgets.

Please note: LibAnswers routinely checks for new missed chats in 15-minute intervals. As a result, you may notice a slight delay between when a missed chat was logged and when the follow-up ticket is created.

To adjust the automatic creation of tickets from missed chats for your site:

  1. Navigate to Admin > LibChat Set-up.
  2. Click on the Settings tab.

Screenshot showing how to navigate to the LibChat Settings page

  1. Scroll down to the Automatically Create Follow Up Tickets from Missed Chats box.
  2. For the Create Tickets From Missed Chats setting, select Yes or No.
  3. Click Save

automatically creating follow-up tickets for missed chat options for LibChat