Messaging feature

krg1
4 Replies 488 Views

If the site provided readily available access to leave a message (under pre selected options if necessary) for which AGL staff would provide a later response then I believe this would alleviate 90+ % of the frustration with what is what otherwise a poorly designed (useless) website.

4 Comments
David_AGL
AGL Community Manager
Status changed to: Delivered

Great news, @krg1  - we have exactly this feature. Just hit the Message (💬) icon on your My Account page or on the AGL app, and you'll be able to leave us a message that we can respond to later.

King401
Starter

@David_AGL This does not seem to work if you have both Electricity and Gas.  Instead the Account Page tells you to select either Electricity or Gas and whatever you select, it doesn't give you the Message option only the Chat option.  I've tried using the Chat but if you don't reply within a couple of minutes it closes the Chat.

David_AGL
AGL Community Manager

Hi @King401 you don't need to select electricity or gas to us the Messaging feature. Just log in to your account at agl.com.au/login and you should see the "Message Us" button appear in the bottom right.

King401
Starter

@David_AGL yeah it doesn't work like that.  If you have both Gas and Electricity then the first screen you are presented with after logging in is the "Select an Account" screen and the "Message Us" button doesn't appear on that screen.  Once you choose either Gas or Electricity then you are taken to your account page for that account and THEN the "Message Us" button does appear but when you click on it open's the Virtual Assistant. You can send messages to it but once a human Agent connects, if you don't reply within a certain period of time they close the Chat.  Perhaps that is just the Agent doing the wrong thing.  I've just sent another message to it so we will see what happens.  But anyway, what I said before, try it if you have the ability to; having Gas and Electricity, you have to choose one before the "Message Us" button appears.  Not a big deal if the "Message Us" DOES work like an SMS conversation but that wasn't my experience.