Skip to content
New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

LiveChat Switch Department #7397

Closed
sacOO7 opened this issue Jul 4, 2017 · 5 comments · Fixed by #10731 or #11011
Closed

LiveChat Switch Department #7397

sacOO7 opened this issue Jul 4, 2017 · 5 comments · Fixed by #10731 or #11011

Comments

@sacOO7
Copy link

sacOO7 commented Jul 4, 2017

Rocket.Chat Version: 0.56.0
Running Instances: 1
DB Replicaset OpLog: Enabled
Node Version: v4.8.1

There is a bug in switching dept.
Conversation closed is not noticed by agent and even after dept. change previous agent keeps on receiving messages. The department switching just doesn't work out perfectly.

@sacOO7
Copy link
Author

sacOO7 commented Jul 22, 2017

Any updates? Please !!!!

@cenourinha
Copy link

We have verified this bug. When we, as livechat agent, use the "Forward" option, Rocket.chat doesn't respect the routing method "Guest pool". Instead it seem to redirect to a random live agent.

I think this should alert the live agents for that department and then allow them to accept the incoming live chat request.

@theorenck theorenck modified the milestones: Short-term, 0.65.0 Apr 25, 2018
@renatobecker-zz
Copy link

renatobecker-zz commented May 8, 2018

Hi @sacOO7!
Which routing method are you using?
I've tested this issue in both Least Amount and Guest Pool routing methods.
As @cenourinha described previously, using Guest Pool method, the Forward option is not sending the chat back to the Incoming Livechats and, yes, this is not a correct behaviour, so I will take a look on this.
But, using the Least Amount routing method, the redirection is working as expected, so I suggest you to test our latest version.
Let me know if in our most recent version the issue has not been fixed, giving me more details about your tests.

Thanks.

@tctovsli
Copy link

I have this issue with 0.66.0, installed from source.
When user uses "Switch department", the messages still goes to the same agent as before, even if that agent is in some other department!
This also persists between browser sessions, so there is currently no way for the user to start a new chat with some other department without asking the agent to forward the chat.

@renatobecker-zz
Copy link

renatobecker-zz commented Jul 11, 2018

Hi @tctovsli!
This issue was already fixed by #11011, but unfortunately it was not included on 0.66..
I'll make sure to add this fix in our next version -> 0.67.

Sign up for free to join this conversation on GitHub. Already have an account? Sign in to comment