Chats disconnecting while talking to customers
Problem reported by Artur Rzasa - August 10, 2016 at 4:56 PM
Submitted
Since upgrading from v11 to v12, our agents have been complaining at an increase of chats dropping out. At first we thought it was due to the embedded version of chat available as it seemed our pop-out version didn't show this issue, so we changed back to pop-out version. It seems more stable, but ideally would like to use the embedded version again.
 
Nothing else on our network/firewalls has changed since the upgrade only the smartertrack software.
 
Has anyone else noticed an increase to chats dropping out using embedded version of chat?
 
This is a common scenario now:-
9:38:56 AM - Disconnected From User
9:38:56 AM - This live chat session is no longer active
9:39:27 AM - stu: hello ?
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Art

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We have been experiencing an increase in dropped chats since the upgrade. Our disconnect occurrences happen almost exactly after a minute of the chat initiating. We also see that the customer doesn't come back on live chat again, but we have received emails shortly after from them. Starting to wonder if they aren't able if it disables them from creating a new chat session. 
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Or seems like maybe our issue is that some customers just don't get our responses within chat and so they disconnect thinking we aren't replying to them.
I now have several chat tickets where I can see on our end that we are replying but the customer is asking us if we are still there.
Will submit a support call.
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Art
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Andrea Rogers Replied
Employee Post
Thank you for these reports, Artur. A support ticket would be best in this case to allow our support agents to review this issue. 
Andrea Rogers 
Communications Specialist 
SmarterTools Inc. 
(877) 357-6278 
www.smartertools.com

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