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#1 2021-02-06 13:03:12

JoeBunting
New member
Registered: 2020-08-07
Posts: 9

More then one operator is picking up the same pending chat

Hello,

We've recently updated to version 3.61 ( from a much older version ) and our customer service dept are reporting that chats are staying pending and being picked up by more than operator at the same time. I think they do go out of pending then and into active chats, its possible this happens a little less quickly than it used to.

What kind of factor would affect this do you think ? Is it anything you have heard of before with this version and are there any settings we can use to speed up chats going from pending to active before more  than one person grabs them ?

Cheers, Joe.

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#2 2021-02-06 16:11:47

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,481
Website

Re: More then one operator is picking up the same pending chat

They go out of pending once operator accepts a chat. If they stay longer just I don’t know.

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#3 2021-02-06 16:13:29

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,481
Website

Re: More then one operator is picking up the same pending chat

You might find something usefull here https://doc.livehelperchat.com/docs/auto-assignment

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#4 2021-02-06 16:18:15

JoeBunting
New member
Registered: 2020-08-07
Posts: 9

Re: More then one operator is picking up the same pending chat

Thanks Remdex, yes I was looking at that auto-assignment. They don't have that turned on currently but it might prevent two people being quick enough to pick up the same pending chat.

I haven't been able to replicate the problem personally, even if I do make 2 operators pick up the same chat from pending then it always makes one of them the owner and warns the other they are not the owner.

I can't see how its even possible for a chat to have two owners  ... ?

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#5 2021-02-06 16:19:44

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,481
Website

Re: More then one operator is picking up the same pending chat

It’s not possible unless one of your operators are in invisible mode smile

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#6 2021-02-06 16:28:55

JoeBunting
New member
Registered: 2020-08-07
Posts: 9

Re: More then one operator is picking up the same pending chat

Thanks very much :-)

I think we have stopped the operators being able to choose to be Visible/Invisible, but I will check this setting is still disabled for them

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#7 2021-02-06 16:30:05

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,481
Website

Re: More then one operator is picking up the same pending chat

1. They would need relogin
2. Also make sure they not have it checked before disabling it.

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