general community

True async messaging after hours without ending the session?

23 Jul 2026 1 source

Zendesk

AI agent bot on messaging, chat hours 9am to 7pm Pacific. Outside business hours we want true async: customer asks, bot says "we'll reply within 24h, no need to wait," and the session stays open so the agent's reply lands back in the messaging widget + email later. Problem: forward-to-agen

Sources

True async messaging after hours without ending the session?

Reddit r/Zendesk 23 Jul 2026

AI agent bot on messaging, chat hours 9am to 7pm Pacific. Outside business hours we want true async: customer asks, bot says "we'll reply within 24h, no need to wait," and the session stays open so the agent's reply lands back in the messaging widget + email later. Problem: forward-to-agen