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This may not be a 100% an issue with Smartertrack itself, but there could be something in the way it's coded that is contributing to this.
We use Incapsula filtering, but caching is completely disabled disabled. They are mostly providing web application firewall and compression.
What we've experienced several times is live chats getting completely crossed. Our agent is talking with one specific customer, and then all of a sudden a different customer is typing in that live chat and can also see what was going on in the other chat.
During this time, there wasn't another live chat waiting or ongoing, there is only once chat instance and somehow another customer clicked for live chat and ended up in a pre-existing chat.
Has anyone seen this before?
Again it might not purely a SmarterTools issue I am also reaching out to Incapsula but my guess is that something in the headers or session is causing their system to think both chats belong to the same session.
This is obviously a security problem as well as any personal details being discussed in live chat are visible to another party.
We are running SmarterTrack Enterprise 11.2