Chat transcript not saved whole

  • Resolved stzim

    (@stzim)


    7 years ago

    Hello,

    Since the last update (I am not quite sure, because the last time that we used this feature was on March 6th) only our responses are saved to history, and not the responses of the customers, i.e. we can see the first message of the customer and not any of his/her next messages. This is urgent, since it is absolutely necessary for us to keep history of chats, as customers send us through chat telephone numbers or email addresses for further communication.

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)
  • DylanAuty

    (@dylanauty)

    7 years ago

    Hi there,

    Thank you for getting in touch, we do appreciate your time.

    Could I ask you to confirm what versions are currently installed on the site? This can be found by scrolling down to the WP Live Chat Support plugin under the Plugins area within WordPress.

    Additionally, could I ask you to confirm the URL to your website for debugging purposes?

    Thread Starter stzim

    (@stzim)

    7 years ago

    Hello,

    The plugin version currently installed on the site is 8.0.26 on WP Live Chat Support and 8.0.11 on WP Live Chat Support Pro.

    DylanAuty

    (@dylanauty)

    7 years ago

    Hi @stzim,

    I visited the website and ran a few tests.

    It appears the chat box may have been disabled/hidden. Could I ask you to confirm if this is the case?

    If so, could I ask you to enable it for testing purposes?

    Thread Starter stzim

    (@stzim)

    7 years ago

    Hello,

    Probably none of our chat agents was connected at the time, that’s why the chat was not visible, it is now displaying.

    • This reply was modified 7 years ago by stzim.
    DylanAuty

    (@dylanauty)

    7 years ago

    Hi @stzim,

    Thank you for your time on this one, we do appreciate it.

    I visited the website and ran a few tests. I had a conversation with one of your chat agents and it appears the entire thread was received by the agent as we had a full conversation.

    Could I ask you to confirm if they are still experiencing issues?

    Thread Starter stzim

    (@stzim)

    7 years ago

    Hello,
    Thank you for your time testing. The problem we are facing is not during chat. After we have finished chatting with a customer, in the admin panel -> WP Live Chat -> History, the responses of the customer are not saved, only our own. Thank you.

    DylanAuty

    (@dylanauty)

    7 years ago

    Hi @stzim,

    Thank you for getting back to me.

    I would like to continue this thread privately to explore a few debugging approaches we can attempt to get to the bottom of this.

    Are you open to this? If so, please contact us at the following email address: nick[at]wp-livechat.com so that we can assist you with this further in direct mail.

    Our website is undergoing some maintenance and as such out contact page is not accessible at the moment, as such the direct email would be best suited.

    I appreciate your time on this.

    Thread Starter stzim

    (@stzim)

    7 years ago

    Hello, I have replied to you via e-mail. Please confirm you have received it. Thank you.

    DylanAuty

    (@dylanauty)

    7 years ago

    Hi @stzim,

    Thank you, we have received your email.

    I will respond to you within the next hour.

    🙂

Viewing 9 replies - 1 through 9 (of 9 total)

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