Show message to waiting customers: You are number X in the queue

ashland · 2017-07-18 20:09:29

Hello!

Again, I must say thanks for a great bit of software.. smile

I have a question that I cant seem to find any previous questions about on the forums.
I am struggling to find this setting (if it exists at all) in LHC Admin Settings.

We prefer to show those people who initiate a chat that they are in a queue if possible, so they can choose to wait, instead of just timing out and leaving an offline message immediately.
We don't want to put the operator under too much pressure having to accept too many chats at once, else the customers waiting give up and leave..
I recalled somewhere (perhaps during testing or a demo) seeing that customers waiting for an operator might be shown where they are in the queue ("You are number X in the queue").

I tried to test this by starting a chat as a "customer", then accepting the chat as an "operator".
Then I started a second chat but did not accept the chat on the operator side.

The second chat waits and gives the message:
"Pending a support staff member to join, you can write your questions, and as soon as a support staff member confirms this chat, he will get your messages"
But then the chat times out and says no operator is available, please leave a message..

There is no indication of the queue number to the second customer chat.

I looked in the code and I think this is the relevant bit:

<?php if ($chat->number_in_queue > 1) : ?><?php echo erTranslationClassLhTranslation::getInstance()->getTranslation('chat/checkchatstatus','You are number')?><b>
<?php echo $chat->number_in_queue?></b> <?php echo erTranslationClassLhTranslation::getInstance()->getTranslation('chat/checkchatstatus','in the queue. Please wait...')?>
<?php else : ?>

So my question is, how can this queue notification be enabled specifically, or does it show the queue number by default under some other scenario (that I am not reproducing with my test)?

Appreciate your time.

Thank you! smile
Regards.

PeopleInside · 2017-07-18 20:14:03

Hi ashland,
thank you for your post.
You can try to start a chat than close immediately and restart a new chat here:
https://livehelperchat.com/

You will see the second chat will show that you are in the position 2 of the queue.
There is no option actually for disable this, this is active by default.
You need use the last LHC version who is at 2.68

A chat is showed in queue if there are other pending chat (chat must be not accepted by the operator and maybe be on the same department).
Hope this help.

bierreuno · 2017-08-23 10:08:39

Hello,
i don't understand if from version 2.68 will be possible to hide/show the message with a check in administration.
Actually i'm using version 2.69 but i don't find it.

Thanks

PeopleInside · 2017-08-23 10:13:38

Hi and welcome in the live helper chat forum.
Last LHC version is 2.71

I think the option you are looking for is not avaiable but you have to ask on the Developers Page:
https://github.com/LiveHelperChat/livehelperchat/issues

Thank you,
wish you a very great time smile

Announcement

#1 2017-07-18 20:09:29

Show message to waiting customers: You are number X in the queue

#2 2017-07-18 20:14:03

Re: Show message to waiting customers: You are number X in the queue

#3 2017-08-23 10:08:39

Re: Show message to waiting customers: You are number X in the queue

#4 2017-08-23 10:13:38

Re: Show message to waiting customers: You are number X in the queue

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