Admin users with LibChat enabled can adjust the Create Tickets From Missed Chats setting to choose to automatically create follow-up tickets for missed chats.
By enabling 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 enable this setting it is highly recommended that you also require the patron to provide their contact information in all of your chat widgets.
To adjust the automatic creation of tickets from missed chats for your site:
- Navigate to Admin > LibChat Set-up.
- Click on the Settings tab.
- Scroll down to the Automatically Create Follow Up Tickets from Missed Chats box.
- For the Create Tickets From Missed Chats setting, select Yes or No.
- Click Save.