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RickB

Member

Registered: 2020-01-21

Posts: 9

Not getting Offline messages

We seem to be having an issue with Leaving a message when offline and get an email message to us. Even with the widget showing that we are offline and we send an offline message via the widget it creates a new pending chat. Here is what has been tested so far.

•    Checked to make sure we can send and receive test email in the email setting.
•    Created a test department and made sure there is a email address assigned to it.
•    Disabled the “Automate online hours”
•    In that department under Notifications we have even tried to set the How many seconds chat can be pending before about chat is informed a staff via email but no email. On that tab the only thng that will trigger an email is the “Inform then chat is closed
        by operator, only mail notification is send” or ” Inform then chat is closed automatically, only mail notification is send”
•    In  Live help configuration> Misc > unchecked “Ignore users online statuses and use departments online hours”

With all this even if everyone logs out and an offline message is sent it will have a pending chat when we log back in

Running out of ideas what it could be.

remdex

Administrator

From: Lithuania

Registered: 2012-09-23

Posts: 3,661

Website

Re: Not getting Offline messages

Hi,

That it creates a pending chat it's fine. But if it's offline request you should see mail icon within it. From your response a little bit hard to understand what exactly does not work, you do not get e-mail? but if you get e-mail from testing mail interface you definetely should be getting e-mail.

RickB

Member

Registered: 2020-01-21

Posts: 9

Re: Not getting Offline messages

Yes, in short we are not getting emails from the offline messages that are left.

remdex

Administrator

From: Lithuania

Registered: 2012-09-23

Posts: 3,661

Website

Re: Not getting Offline messages

Just you see leave a message form in widget itself or normal start chat form?

From documentation.

Mail recipient is decided in the following order.

If department has assigned e-mail this email receives the requests
If department does not have assigned e-mail, check perhaps e-mail template has recipient field filled
If none of the above conditions are met, mail is send to first from users list. In most cases it's the admin.