Setting up views so that offline chats turned into tickets are merged from same user

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  • Chris Bulin
    Community Moderator

    Hi Ana-Alicia! As far as I know there is not a way to auto-merge these. We had the same problem though. We hypothesized that it stemmed from two possible things, assuming they were chatting and the default messaging for offline messages that says, "Send Another".

    To limit confusion we started to send an auto-response via email that tells them their offline message created a ticket with their email so it's clear it's not a chat (this is just a trigger that sends an html formatted message). This cut down on some of the duplicates.

    We were unable to find a way to change the default messaging in the zopim chat controls, so we are hoping once we switch to Agent Workspace, that will be more customizable. We're just waiting to make the switch until the functionality is in place to ban users because we get a lot of trolls on our chat. One of the hazards of having a site used by high school students :)

     

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