Plan requirement
| Subscription | Any plan |
| Access | Admin |
Technically you can narrow it. You should not remove it, and this article explains what happens if you do.
What people are trying to achieve
Usually one of two things: keeping the automated resolution rate up, or protecting a small team from volume. Both are real problems and neither is solved by trapping people.
What actually happens
A customer who cannot reach a person does not give up on the question. They try another channel, they write again more sharply, they phone, or they post publicly.
The contact still happens. It now arrives angrier, and often on the channel you least wanted.
The resolution rate becomes meaningless
Resolutions counted because nobody could escalate are not resolutions. The number rises and the underlying situation gets worse, which is the least useful combination available.
What to do about volume instead
- Set expectations at handover. Saying it may take a day is fine; silence is not.
- Take a message out of hours rather than pretending somebody is there.
- Improve the articles, which reduces handovers by answering the question.
Narrowing that is legitimate
Requiring the customer to have tried one answer first, or handing over to a form rather than a live queue outside hours. Those keep a route open while managing the load.
Rules in some markets
Consumer protection rules in a number of markets require a reachable human route. Worth checking before designing an exit that only exists in theory.
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