Live Chat Timeout

[3CTEL]

Hi everyone,

We are facing issue with 3CX livechat. Ongoing live chat automaticaly ends with popup that says "Timeout has occured" and On chat end message is sent. It has happened several times and we are unable to figureout the issue. Any advise here please?

 

[BrunoI_3CX]

Could you please provide additional information about this behavior?

While on a chat session, the popup 'Timeout has occurred' manifests when both sides do not generate any activity, or is it occurring while the conversation is active and both sides are replying? Are you able to reproduce this issue or it occurs randomly?

 

[3CTEL]

Could you please provide additional information about this behavior?

While on a chat session, the popup 'Timeout has occurred' manifests when both sides do not generate any activity, or is it occurring while the conversation is active and both sides are replying? Are you able to reproduce this issue or it occurs randomly?

We are not able to reproduce, it just occurs randomly.

What happens is that chat closes on customer end with the end message and timeout popup, but on our (3cx) end the chat stays open.

Since we are on the topic, I would like to ask if the "Auto Messages" show on 3cx side or not? Because in this case the auto "Welcome message, Auto-response to the first message , and On chat end message", all these messages show up on customer end but not on our end.

 

[SoterisH_3CX]

Hi @3CTEL

What happens is that chat closes on customer end with the end message and timeout popup, but on our (3cx) end the chat stays open

The observed behavior occurs when the web visitor loses connectivity. At that time, the web visitor sees the popup error message “Timeout has occurred” along with the “On chat end” message.

At that moment, the chat remains active on the 3CX side. When the web visitor clicks “Start new”, the same conversation session is preserved, the previous conversation is loaded, and they can continue the chat with the 3CX Agent.

Please check for connectivity issues and confirm that the functionality described above is working as expected.

Since we are on the topic, I would like to ask if the "Auto Messages" show on 3cx side or not? Because in this case the auto "Welcome message, Auto-response to the first message , and On chat end message", all these messages show up on customer end but not on our end.

This is the expected behavior. The "Auto Messages" are not displayed to the 3CX Agent.

 

[3CTEL]

Hi @3CTEL


The observed behavior occurs when the web visitor loses connectivity. At that time, the web visitor sees the popup error message “Timeout has occurred” along with the “On chat end” message.

At that moment, the chat remains active on the 3CX side. When the web visitor clicks “Start new”, the same conversation session is preserved, the previous conversation is loaded, and they can continue the chat with the 3CX Agent.

Please check for connectivity issues and confirm that the functionality described above is working as expected.


This is the expected behavior. The "Auto Messages" are not displayed to the 3CX Agent.

Thank you, I will check connectivity next time this happens or may be try to reproduce this if this is being caused because of connectivity.

 

[3CTEL]

Hi @3CTEL


The observed behavior occurs when the web visitor loses connectivity. At that time, the web visitor sees the popup error message “Timeout has occurred” along with the “On chat end” message.

At that moment, the chat remains active on the 3CX side. When the web visitor clicks “Start new”, the same conversation session is preserved, the previous conversation is loaded, and they can continue the chat with the 3CX Agent.

Please check for connectivity issues and confirm that the functionality described above is working as expected.


This is the expected behavior. The "Auto Messages" are not displayed to the 3CX Agent.

Hi Soterish, I tested it, and yes connectivity issue is producing same issue.