New Button Lets Customers Cancel a Pending Chat Request
Your customers now have a button to cancel a chat request while they're waiting in a queue. When a customer clicks the Cancel button, the chat ends immediately, which improves accuracy of the Abandoned After time.
Your customers can now cancel a chat request while they're waiting in a queue by clicking Cancel Chat. When they cancel the chat, Live Agent:
- Removes the chat from the queue.
- Logs a Canceled by Visitor transcript event, recording when the customer clicked Cancel.
- Logs a Visitor Left transcript event, recording when the customer abandoned the chat.
- Logs the time in the transcript's Abandoned After field.
You can even customize the Cancel Chat button in your custom chat window with the <liveAgent:clientChatCancelButton> Visualforce component.