Website chat behavior inconsistant with FB and SMS forms of chat

[SyncWave]

We have all inbound SMS, Facebook chat, and website chat flow into the same queue since it currently doesn't have good support for chat bubbles and selecting departments ext. Anyway, Facebook and SMS flow through and are available for later immediate or later viewing regardless of extension/queue status. Its confusing and inconsistent with other external chat behavior that Website chat plugins abide by extension and queue status. This means unlike all the other external forms of chat coming in, website chat is lost if people stepped out for lunch, coffee, etc and logged out of the queue for a moment whereas the others are not.

 

[SyncWave]

It would be nice if we could mimic the same behavior or somehow not allow logout by agents in that specific queue (but allow them to freely log in/out of all other queues like normal).

 

[VasilisV_3CX]

Hi @SyncWave,

If you are using the 3CX LiveChat plugin, you can enable offline chats which will allow customers to leave their name / email details and give your staff a chance to get back to anyone that left their details with a short message summarizing their query.

 

[SyncWave]

Hi @SyncWave,

If you are using the 3CX LiveChat plugin, you can enable offline chats which will allow customers to leave their name / email details and give your staff a chance to get back to anyone that left their details with a short message summarizing their query.

Thanks, I'm aware of this, however, it is still inconsistent with the behavior of all other forms of external chat. If we could toggle this behavior between streamlined with other external chat and "Its own thing" that would be great.

 

[NickD_3CX]

Thanks, I'm aware of this, however, it is still inconsistant with the behavior of all other forms of external chat. If we could toggle this behavior between streamlined with other external chat and "Its own thing" that would be fine.

Yes, unfortunately FB/SMS and Live Chat are not exactly the same, so it may not be possible to make them work exactly the same.

Also, Live Chat gives us a bit more freedom to to implement new things as we don't have the restraints that FB imposes, or that SMS has.

So, FB/SMS is different than Live Chat? Yep, sure is, but I think there are way to make them both work.
Also, don't forget the answer you got to a similar question in another thread:
https://www.3cx.com/community/threa...-for-drupal-joomla-wix-more.79480/post-394428

 

[SyncWave]

@NickD_3CX I know they aren't the same, expected behavior is important to clients for a streamlined experience. I completely get that you have the option to do more with your own plugin and I'd hope that would include the option to mimic this behavior. I'm looking forward to improvements with the website chat plugin as well, it has a couple things going for it but has a ways to go to catch up to the features of most website chat plugins (just being honest).

I did see that response, I'm glad its being looked at, I was looking to draw a little more attention to it here and see if others noticed or want this functionality.