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Chat conversation not displayed
Problem reported by Don Hunter - 2/10/2022 at 12:28 PM
Resolved
The chat conversation is not displayed.
You have to continually click back, then into the chat again to refresh and see new conversations.

12 Replies

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0
Eric McCarthy Replied
Employee Post
Hello Don,

Could you provide us with a little more information on this issue please.  
  • Is this the list view or the actual live chat that is not getting updated?
  • What phone type, version and OS version are you using?  
  • Is this happening to a live chat that you are the owner of, or is it all live chats? 
  • Does the conversation ever update itself, or do you have to back out and go back in to refresh the conversation to get the new messages? 
If you could get us this information, it would help us narrow down what needs to be investigated to figure out what the cause of this issue is.

Thank you.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Don Hunter Replied
OS:  Android 9
Brand: BLU

This is the live chat.
Conversation never updates.... You have to go back and then into the chat again to see any updates to the conversation.

Issue is live chat, to the owner and to anyone viewing.

Note another 3 issues:
1) Unlike the browser version, only the CHAT OWNER can reply.  No one else can reply, unless they take the chat.
2) There is no coaching
3) There is no User information (from external provider).
0
Eric McCarthy Replied
Employee Post
Thank you for the information. I think I may be able to help you with at least two of the other issues you mentioned.

For coaching, you must push the icon next to the text box to turn it into the coaching text. Let me know if that helps with that. 
For the External Provider user information, this should be under the External Providers section. You can get to this area by clicking on the area that says "Conversation" with the arrow next to it. This will drop down a list of different pages to view associated with the chat you are looking at.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Don Hunter Replied
There is no icon next to text box.
There is no External Providers option

0
Emily Ward Replied
Employee Post
Hi Don,

The image you included is broken. Here's a screenshot of what you should see when you tap on "Conversation at the top of a chat. If you are looking at a ticket it would say "Communication" instead. Are you not seeing this?

Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Don Hunter Replied
Emily, this is related to a Chat, not ticket.

With respect to tickets.. this shows as External Data (not External Providers).
The data is truncated and only the top line is displayed.
0
Emily Ward Replied
Employee Post
Don, 

My screenshot is from a live chat. Can you try posting your image again? The one you posted previously is broken.
Emily Ward
Customer Relations and Partner Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Jeffrey Werner Replied
Employee Post

Hello don,

Regarding your problem with conversation updating, I believe the issue may be coming from the mobile dependency of SignalR. Could you verify that your server has WebSockets enabled.  Smarter Track Mobile uses SignalR which requires WebSockets, while the web version of Smarter Track has fallbacks. If your server does not have WebSockets enabled certain features of the app will not function properly so it may be the cause of the problems you are seeing.

Please let us know if this is the root of your issue so we may be better prepared if this issue comes up again.
Jeffrey Werner
Software Developer
SmarterTools Inc.
www.smartertools.com
0
Jeffrey Werner Replied
Employee Post

Hello Don,


In Regards to your Live chats not updating. We were able to reproduce this issue. Thank you for bringing it to our attention. It appears to only be a problem with some android devices, which is why we didn’t catch it immediately.


We are releasing a build in the next couple of days, but it will not have a fix for this issue yet.

Jeffrey Werner
Software Developer
SmarterTools Inc.
www.smartertools.com
0
Don Hunter Replied
Just shows loading, nothing happens.
Works on computer, just not app.


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Derek Curtis Replied
Employee Post
Hey, Don

Whatever image you're trying to share, it looks like its URL points to your Slack site. I checked the underlying HTML of your 2 posts, then grabbed and pasted the URL directly into a browser, and I'm asked to log in to Slack. If you can save the image to your desktop, then paste it in your message, we'll be able to see it and possibly react. Thanks!
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Jeffrey Werner Replied
Employee Post

Hey Don,

I just wanted to give you an update. We currently have a fix for the live chats not loading. The fix has been pushed up and should be available to you within a couple of hours.

Be aware that there is still a known issue with the chat view for "All Active" not refreshing properly when new chats come in, but the Queue and My Active should work fine, as well as the conversation as it is happening.

Jeffrey Werner
Software Developer
SmarterTools Inc.
www.smartertools.com

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