Chat Offline For Certain Users
Has anyone run into an issue where chat is offline for certain users during operating hours when chat agents are online and available? One of our customers gets the offline form (to leave a message) and can't start a chat with us. None of our other customers seem to be experiencing this issue. I asked this customer to test on another network and they ran into the same issue outside of their work network.
Has anyone else run into this? Is there something on our customer's side that could cause this to happen or is there more likely some kind of issue with our chat setup that could cause this for certain users?
For what it's worth, we are not whitelisting or blacklisting anyone and have not blocked any users.
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Hey Dave!
This is definitely the type of issue that we'll want to investigate for you. There aren't generally going to be common reasons for this type of behavior though, so I'd like to bring you into a ticket so we can gather additional details and get to the bottom of what's happening for this customer. Keep an eye out in your email for the notification from the ticket I'm creating for you - thanks!
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Thanks but I actually already have a ticket open. I posted this before I got a response and just wanted to see if it might be something that had previously been surfaced in the Community.
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