Setting Department with triggers for a new chat after conversation ended
Background :
1. We're hiding the "Department" field from the chat pre-form
2. We're setting the visitor department with triggers
In general this works well, but for an edge case:
1. A user is having a conversation with the intended department
2. The conversation is ended by the user (rating and all)
3. user navigates to a new page (or refreshes the page)
4. Then the trigger seems not to work, as the next conversation/chat the user starts is with the wrong department.
Any ideas / help ?
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Hey Udi,
Thanks for posting and for the added detail.
Would you mind sending a screenshot of the trigger?
Thanks,
Dean
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Hey Dean
Here it is
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Hi Udi,
Looks like this is a bug our team is currently working through, well spotted!
I will update you once a fix has been pushed.
Thanks!
Dean
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Hi Dean,
Thanks for the quick resposne. Looking forward to hearing back from you.
Do you have any estimates when this will be fixed? (are we talking days / weeks / months?)
Udi. -
Hi Udi,
This depends, are you using the Web SDK or the Web Widget?
Thanks,
Dean
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Web Widget
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Thanks Udi,
This will likely be fixed in the next two months or so. I am keeping an eye on the issue and I will update you as soon as something is pushed.
Thanks,
Dean
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Hey Dean,
Still haven't heard back from you. is the fix going to go live any time soon?
Thx,
Udi -
Hey Unto,
This fix was deployed to production for both the Chat Web SDK and the Web Widget.
Are you still experiencing this issue? If so, has there been any change?
Thanks,
Dean
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Hey Dean,
Thanks for letting me know .
I've tested this now and it seems like one of the use cases was fixed:
- if i chat -> end chat -> navigate to a new page -> start a new convo ----> the conversation starts with the right department .
- if i chat -> end chat -> refresh the page -> start a new convo ----> the conversation starts with wrong department.
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Thanks Unto.
We are looking into this.
Can you confirm what you mean by 'wrong department'?
Is the chat set to another department or no department?
If the former, are there any other triggers at work here?
Thanks
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