Transfering a Chat - does not change ownership?

SolentSHP · 2017-05-23 15:29:59

Hi

If an operator transfers a chat to another operator, once the new operator accepts the chat the ownership of the chat does not seem to change to the new operator.
For example, as the service user if i was talking orginally to 'Peter', after the chat has been transfered it is still showing as i am talking to 'Peter' instead of the new operator.
I have also found that the new operator cannot 'close the chat' and the original operator has to close it.

Please help!

Many thanks

PeopleInside · 2017-05-23 15:41:38

Hi SolentSHP,
welcome in the live helper chat forum!

The transfer change the ownership only after the chat has been accepted from another operator.
Currently there are some GitHub topic to ask to make available chat transfer from a department to another also with the same operator.

Is normal that the new operator cannot close the chat as seems in your case the transfer was not done:
when you use the transfer chat the other operator should see an invitation message than should use the green button to accept the chat.
https://livehelperchat.com/article/view/29

Hope it helps. smile

SolentSHP · 2017-05-24 12:12:45

PeopleInside wrote:

Hi SolentSHP,
welcome in the live helper chat forum!
The transfer change the ownership only after the chat has been accepted from another operator.
Currently there are some GitHub topic to ask to make available chat transfer from a department to another also with the same operator.
Is normal that the new operator cannot close the chat as seems in your case the transfer was not done:
when you use the transfer chat the other operator should see an invitation message than should use the green button to accept the chat.
https://livehelperchat.com/article/view/29
Hope it helps.

Hi, thank you for the welcome.

I have tried this exactly as you have described and tested it as if i was the service user. I can confirm that there was no change of name/ownership displayed in the service user chat or the operator chat window during any of my testing.

Any other ideas?

PeopleInside · 2017-05-24 12:24:09

What version of LHC are you using?
Are you able to reproduce the issue in the official live helper chat demo?
https://livehelperchat.com/demo-12c.html

Please provide steps to reproduce.

SolentSHP · 2017-05-24 12:25:32

I have version "Your version - 2.51"

I have accessed the demo but am unable to transfer as no other operators online.

Last edited by SolentSHP (2017-05-24 12:29:00)

PeopleInside · 2017-05-24 12:33:35

I think you made error when you try to transfer.
Maybe you have two operator who can see in the same time same pending chat: you do the transfer and you do not acept on the other side (operator B) but you simply open the active chat... this is the reason why the chat owner did not change.

I want just to inform you that last LHC version is 2.63
I linked a picture where see how the transfer accept button should looks like: like a green button.

If you are unable to solve this there are commercial support:
https://forum.livehelperchat.com/viewtopic.php?id=2255

Support will be maybe free if there are some bugs and you can provide all step to reproduce the bug.
Thank you for understanding.

PeopleInside · 2017-05-24 12:46:50

As from the chat conversation you are invited to update to the last one version LHC 2.63 after made a full folder and database backup of your previous LHC.
If the issue persist please update the topic.
Update instruction are here:
https://livehelperchat.com/article/view/63

Announcement

#1 2017-05-23 15:29:59

Transfering a Chat - does not change ownership?

#2 2017-05-23 15:41:38

Re: Transfering a Chat - does not change ownership?

#3 2017-05-24 12:12:45

Re: Transfering a Chat - does not change ownership?

#4 2017-05-24 12:24:09

Re: Transfering a Chat - does not change ownership?

#5 2017-05-24 12:25:32

Re: Transfering a Chat - does not change ownership?

#6 2017-05-24 12:33:35

Re: Transfering a Chat - does not change ownership?

#7 2017-05-24 12:46:50

Re: Transfering a Chat - does not change ownership?

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