Messages are not showing up for customers in chat. Urgent ...
M
Michele
Hello, good night, how are you?
Users in chat claim that they are not receiving our messages, although in the chat it appears as viewed.
They also inform that it appears that we are typing eternally, but no message enters, when it enters it takes a long time. This is impacting our evaluations, because in addition to the customer not being able to see the solutions and negotiations we are carrying out for his case, which generates dissatisfaction, customers are not receiving the evaluation request, although it appears to us that it was sent.
Could you please check what is happening?
Tigran Nalbandyan
Hello Michele, fine thank you, I hope you are having a great week.
Could you add more details ? when it happens ? do you use AI which connects to agent or users start chatting with agent from the beginning?
If you can reproduce it please add the steps and screen recording also.
Thank you.
Lilith Jalalyan
Tigran Nalbandyan