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Transcript on Reject Chat


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#1 XN-Matt

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Posted 29 January 2020 - 01:18 AM

Hi,

We've noticed that a chat transcript is sent if the customer starts a chat but this is rejected entirely.

No transcript should be sent in this instance as no chat started. Given the template says "thanks for chatting" or similar, to get a transcript with only their message is bad.

A transcript should only be sent when there is an actual conversation (i.e when the chat is answered).

Can this be fixed?

#2 Patrick Keil

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Posted 29 January 2020 - 08:46 AM

Hi,

This is actually not a bug but we will add a configuration to opt-out "empty" transcipts with the next update.

Cheers.

#3 XN-Matt

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Posted 29 January 2020 - 01:24 PM

Thanks. Will help stop sending empty chats to people.





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