Unable to reply to Incoming Chats in Web Client

[Cypher_UK]

Hi Guys.

We're finding on some chats coming in from our website, the agents are unable to respond to the chat in the 3CX web client, as the text entry field for the response, is greyed out.

It only seems to be on some chats, others are fine.

Any ideas?

 

[Constantinos Constantinou]

Maybe those messages are delivered as offline messages or visitor typed something and then left/change page?

If you've noticed that you get messages that later on session is closed it might be good to configure for now the chat to popout just to keep it as a separate window.

 

[Cypher_UK]

@Constantinos Constantinou thanks for your reply. Much appreciated.

The messages are coming through as live, the agents are just unable to reply, then the web side leaves the chat and the session closes.

I'll give the popout option a try. I'm assuming that is configured in the Plugin on the website side?

Thanks again

 

[Cypher_UK]

@Constantinos Constantinou - Sorry, just read your message again.
So i am clear, if the chat is initiated on a specific page, and the web side moves to another page, that does not have Live Chat enabled, is the session then closed?

 

[Constantinos Constantinou]

That is correct. Configure it from the WordPress settings. "Pop out to new window"

 

[Constantinos Constantinou]

yes it close the session and as a workaround we have the popout option. This will be addressed in our upcoming releases with persistent session.

 

[Cypher_UK]

@Constantinos Constantinou Awesome. Thank You