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Replies posted by smrithi.parameswar_old

12 Replies

T
Contributor
todd_11602Contributor
posted in Archives - Freshdesk

Are there chat alerts for the agent?

Thanks for your feedback, chat is a fairly new feature at Freshdesk and your feedback helps immensely in improving it. Could you try clearing your cache for the sound notification issue? We do have sound notifications available, and this should sort it out for you. Let me know if it works!As for the other issue, we have some updates going out next week that should resolve the issue of the refresh button and improve connectivity. I apologize for the inconvenience, and will keep you posted on the update. Thanks again for your valuable feedback!

15
C
Community Debut
8 years ago
T
Contributor
todd_11602Contributor
posted in Archives - Freshdesk

Are there chat alerts for the agent?

The chat refresh button has been fixed, it should work fine when you click on it. Let me know how it works!

15
C
Community Debut
8 years ago
T
Contributor
todd_11602Contributor
posted in Archives - Freshdesk

Are there chat alerts for the agent?

Joe - The expected behavior is that when an agent closes a chat, and the customer send another message, for the first 5 minutes it is treated as part of the same chat window of the agent - a new chat notification is not sent out (hence no notification sound, only a regular chat ping sound). If the new message is after 5 min of closing the previous chat, then the message goes to all online agents like a new notification. Let me know if there is some other issue in your case.

15
C
Community Debut
8 years ago
T
Contributor
todd_11602Contributor
posted in Archives - Freshdesk

Are there chat alerts for the agent?

Joe - this issue has been fixed, do try it out and let me know if you have any other issues.

15
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Community Debut
8 years ago
I
Contributor
info_10949Contributor
posted in Archives - Freshdesk

chat being hacked - Injected spam links ?

THIS ISSUE HAS BEEN FIXED. Please be assured that this was not a hack, and it did not affect anything else in Freshdesk. There was a major update that went out for Freshchat which caused this. We found a fix for this, but just to make sure we have reverted the whole update and our developers are analysing the issue further. I will keep you posted on any updates from the dev team.I sincerely apologize for this, please do have a look at your chat and let me know if you still see anything amiss.

2
I
Contributor
9 years ago
T
Contributor
todd_11602Contributor
posted in Archives - Freshdesk

Are there chat alerts for the agent?

Thanks for the idea, Bradley! Will def take it into consideration as we are building out the next set of customization options. Currently we are focusing on how we can scale chat for the increasing volume of customers using it.

15
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Community Debut
8 years ago
S
Contributor
smrithi.parameswar_oldContributor

End chat option for visitors

Hey Bill - we have fixed the window expansion on the additional 5 min. Can you check and confirm it works fine for you? If agent has ended the chat, the window would be minimized on moving to another page/refreshing the page immediately. If thats not happening for you we can quickly connect and troubleshoot.Meanwhile, will keep you posted on when this feature releases!

3711
egiust
Contributor
5 months ago
S
Contributor
smrithi.parameswar_oldContributor

End chat option for visitors

Bill, let me have one of our agents reach out to regarding this and see what might be the problem.

3711
egiust
Contributor
5 months ago
S
Contributor
smrithi.parameswar_oldContributor

End chat option for visitors

Velvet - We do have an option to end the chat, and as you rightly said the tool cannot function without a chat ending. Currently, the control to end the chat lies only with the agent and not with the visitor. This feature request is to enable it on the visitor end too. And if the agent preemptively end a chat before a visitor can finish his questions, we allow the visitor to rejoin the same chat so that there is immediate context set, and helps in both the agent and visitor in not wasting their time. This is only within the first few minutes of an agent ending the chat. Beyond that, when a visitor pings, it would be a new chat as usual. Hope that clarifies the experience your visitors will have.

3711
egiust
Contributor
5 months ago
S
Contributor
smrithi.parameswar_oldContributor

Track Agent Availability Status for Chat

Nicolas - Thanks for the suggestion! Right now we only have the data in real time, and are not storing it anywhere. But as we are working on making our chat reports more robust, will definitely look into how we can provide more information on agent availability and productivity for chat.

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aravind.sundararajan
Skilled Expert
6 years ago
T
Contributor
todd_11602Contributor
posted in Archives - Freshdesk

Are there chat alerts for the agent?

Craig - we do have browser notifications available for chrome, safari, etc already. We have kept this thread open to enable a discussion on other options in alerts, or any issues customers are facing. We do some sound issues being fixed end of this week, so hopefully you will get sorted with that. But I would like to clarify that, once it is fixed you will have the behavior you mentioned (single alert and chirp). For customers who want a more pronounced notification we provide browser notification - though it is not available for IE browser. Can you confirm which browser and version you use?

15
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Community Debut
8 years ago
A
Apprentice
amandaApprentice
posted in Archives - Freshdesk

Customer Cannot Complete Pre-Chat Form

Amanda - I believe you are using the field marked for 'Phone' for your Student Name details. That field is specifically validated only for phone numbers, just like the email field is validated for email addresses. They cannot be used for a text field, and hence is throwing an error when the input is a name (it is looking for a valid phone number as an input).In chat settings, you have an option to hide the fields from the prechat form (or make it optional). You can remove this field from there if you do not need it. Let me know if this works, else one of our agents can help you with it.

1
S
Contributor
8 years ago

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