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#1 2020-01-21 19:45:33

RickB
Member
Registered: 2020-01-21
Posts: 9

Auto Reply on incoming SMS

Hello Everyone!

New and Excited to be here using LHC!

I have a question that I have not been able to figure out yet. We are using Twilio SMS to our one an only department and I need to setup an auto response to new and or incoming SMS message that are out side of our business hours. I setup the department business hours but don't see a why to respond with close message (noticed that does not show offline as well for the web chat with the business hours set)

If any one can point me in a direction that would be much appreciated.

Thx

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#2 2020-01-21 19:53:23

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

Hi RickB, welcome on the live helper chat forum!
I'm happy to read you are exited and interested on live helper chat.

1. You should configure that way that operator status is ignored. So offline will be shown.
2. not sure if this is possible.

You can set the widget to be not visible when the department is offline; when you generate the embed code can decide to not show widget for offline status.


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#3 2020-01-21 20:57:20

RickB
Member
Registered: 2020-01-21
Posts: 9

Re: Auto Reply on incoming SMS

That's for the quick response.

1. Searching around but not sure where we should change operator status is ignored?
2. So a auto response to SMS is not possible?

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#4 2020-01-21 22:13:49

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

Hi RickB smile
Thanks for the update.

Searching around but not sure where we should change operator status is ignored?

You can navigate in

- settings
- live help configuration (tab)
- chat configuration
- Misc (tab)

near to the end of the page you will find the check box: " Ignore users online statuses and use departments online hours"

So a auto response to SMS is not possible?

Maybe not at the moment

Last edited by PeopleInside (2020-01-21 22:14:24)


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#5 2020-01-23 22:14:11

RickB
Member
Registered: 2020-01-21
Posts: 9

Re: Auto Reply on incoming SMS

Thanks for the help. I got the offline hours working for the embedded code part.

So it looks like might have to start doing some custom coding for the SMS response?

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#6 2020-01-23 22:36:34

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

So it looks like might have to start doing some custom coding for the SMS response?

What you want have exactly?
How SMS response should be / work?


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#7 2020-01-23 22:38:33

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

Sorry i have also a suggestion... when i press your widget seems is slow to load the widget Window.
I suggest to go on settings, live help configuration (tab), chat configuration, Misc (tab) then check the option "Preload widget. It will avoid loading delay after clicking widget" than save.


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#8 2020-01-23 23:10:00

RickB
Member
Registered: 2020-01-21
Posts: 9

Re: Auto Reply on incoming SMS

Thanks!  smile

We are still tweaking on all the settings, we got thrown into using LHC in very short time frame to replace an old chat system. I'm also struggling with placement of the embedded code, think that one our WordPress plugins is keeping the chat window coming up at random after the user starts the chat. Not enough time in the day....  neutral

Last edited by RickB (2020-01-23 23:10:24)

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#9 2020-01-23 23:11:33

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

I don't suggest to use the WordPress plugin as is old.
You can generate embed code on live helper chat than place on footer of the website template as HTML.


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#10 2020-01-23 23:35:36

RickB
Member
Registered: 2020-01-21
Posts: 9

Re: Auto Reply on incoming SMS

We are not using the plugin and have the embedded code in the footer.

We noticed a 503 error when starting the chat and tracing it down now.

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#11 2020-01-24 06:45:57

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

I'm sorry about that.
What version of PHP are you running?
Are you also running LHC version 3.28?


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#12 2020-01-24 16:55:58

RickB
Member
Registered: 2020-01-21
Posts: 9

Re: Auto Reply on incoming SMS

We found that if you are logged into the admin page and start a chat via the embedded code on the same machine  it will not bring up the chat box (client side), it stays on the form when you hit start chat.

It will start the chat on the admin side but the client side can't see the chat. So not sure if this is a bug or not but. When we had anyone else try it that is not logged into the admin side it seems to work fine.

for reference here is what the chrome console show after you hit start chat all on the same machine and logged into the admin side. Our domain info removed.


jquery-migrate.min.js?ver=1.4.1:2 JQMIGRATE: Migrate is installed, version 1.4.1
5c5fdcc030ac91f4a09e1a57676076d7.js:9 POST https://chat.xxxxxxxxxxxx.com/index.php … mode)/true 503 (Service Temporarily Unavailable)
(anonymous) *** 5c5fdcc030ac91f4a09e1a57676076d7.js:9
u *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
fireWith *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
k *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
(anonymous) *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
load (async)
send *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
ajax *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
w.<computed> *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
getJSON *** 5c5fdcc030ac91f4a09e1a57676076d7.js:2
addCaptchaSubmit *** 5c5fdcc030ac91f4a09e1a57676076d7.js:9
onsubmit *** t?URLReferer=%2F%2Fwww.xxxxxxxxxxxxxxxxx.com%2F&tzuser=-6&dt=xxxxxxxxxxxxxxxxxx %26 xxxxxxxxxxxxxx:1

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#13 2020-01-24 17:09:59

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

I'm sorry about that.
What version of PHP are you running?
Are you also running LHC version 3.28?


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#14 2020-01-24 17:22:34

RickB
Member
Registered: 2020-01-21
Posts: 9

Re: Auto Reply on incoming SMS

LHC 3.28
PHP 7.3
cPanel server

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#15 2020-01-24 17:36:54

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,723
Website

Re: Auto Reply on incoming SMS

Are you able to reproduce the issue on live helper chat demo?
https://livehelperchat.com/demo-12c.html

Have you check your server error logs?
I use PHP 7.3 and LHC 2.38 no issues.


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