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Chats Disappearing!


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#1 avscigsi

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Posted 08 January 2019 - 06:10 AM

How can I ensure that my missed chats don't disappear?

I noticed that if a user chats and then leaves the site, their message disappears some time after they exit. Unless the chats are archived, its like I don't have a record of the chat ever happening.

I tried
1. enabling "Auto create tickets from missed chats"
2. Enabling "Auto close chats on operator/customer inactivity" so they go to "Closed" instead of "Missed"
3. Enabled "Auto Accept Chats" for my operators

None of these are keeping chat conversations!

Any help would be appreciated.

#2 Patrick Keil

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Posted 08 January 2019 - 08:42 AM

Hi,

Quote

Unless the chats are archived
What does that mean?

All chats, accepted or not, will go to archive. It may take a minute for the chat to appear in archive though.

Please check your role / permissions of you don't see all chats in archive.

Cheers

#3 avscigsi

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Posted 08 January 2019 - 10:57 AM

Hi Patrick,

I mean unless I right click on a chat conversation and click "Archive" it doesn't appear in my chat archives. Even if I am on an administrator account.

Here's a screenshot: https://prnt.sc/m4eixi

#4 avscigsi

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Posted 08 January 2019 - 11:05 AM

Hi Patrick,

Here is what is happening:

1. User sends chat but since there are no operators around, it is missed: https://prnt.sc/m4ejwm
2. After the operator account logs out and logs back in after some time, the missed chat can't be found: https://prnt.sc/m4ela2
3. I also checked the archives using an admin account and did not find any records from today: https://prnt.sc/m4elys

#5 Patrick Keil

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Posted 09 January 2019 - 09:32 AM

Quote

2. After the operator account logs out and logs back in after some time, the missed chat can't be found
That's the expected behaviour. The chat list only shows the most recent chats.

Quote

3. I also checked the archives using an admin account and did not find any records from today
The chat should be there. Did you check operators chat archive permissions for correctness? Also make sure data pruning is disabled (Server Configuration -> Database -> Pruning)

Is your LiveZilla up-to-date? Please consider an update to the latest release if not.





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