Changing How Do Not Disturb Works


As of today, we have made a small change to the semantics of when your chat widget appears as "online" to customers based on your Do Not Disturb (DND) settings. This change will bring behavior more in line with what customers expect DND to mean, and is likely how many already thought it worked in the first place.

Firehose Chat has two concepts of your online-ness: online and available. An agent is considered online if any of their Firehose Chat apps are currently connected. An agent is considered available if they are not currently connected, but their DND is turned off (either manually disabled or as dictated by their hours).

Up until this change, being online has always trumped being available (or unavailable). This meant that if your DND hours were set from 6PM - 8AM, and you opened the app at 7PM, you would suddenly appear online to your customers, even though you were inside your DND hours.

When we launched, we made this decision because we felt that if the app was open, you'd want to talk to customers, period. You could always just close the app to appear as offline.

We've found that this has led to lots of confusion for our customers, and understandably so. Customers expect that being in DND means you're in DND, no matter what. So as of today, July 30th, 2014, this will be the case. Whether an app is currently connected will no longer dictate whether your chat widget appears as "online" to your customers, it will be completely dictated by your DND settings.

We will also be updating our apps to not disturb you with chat notifications while in DND as well.

We appreciate all your feedback! We'll continue to refine your chatting experience.