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[The Hub Client] Saved Chat History

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I keep losing the chat history when getting support and lose helpful tips etc. Kinda annoying and I have to go back and ask the same dumb questions again. Your poor staff!

Thu, 19 Nov 2020 3:16:30
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The Hub
  • Keith Nallawalla
    • Design Lord, Child of Thor

    Sorry, I may have categorised this wrong. But this is regards to WPMUDEV support chats. I’ve had my internet cut out or other things whilst in the middle of the processes. Then upon starting a new chat I don’t always get the same person helping me and have to start over.

  • Bojan Radonic
    • CCO / Deputy COO

    Hey Keith Nallawalla ,

    First of all thanks for bringing this up :slight_smile:

    I’ll start with what can be a temporary solution for you. Live Chat comes with a “Send Transcript” functionality, you can access it once chat is initiated by clicking on those 3 dots in the top left corner of the chat window.

    [attachments are only viewable by logged-in members]

    How this works is that you get a chat transcript via email once the chat session is closed, this is also the case when you get disconnected so if you do this in every chat session you’ll get transcripts via email for every chat that you have.

    With regards to getting same agents, in cases of disconnects we do allow that you get transferred to the same agent that has been working with you on a specific chat so if that happens, providing that the staff member is available, we’d do just that for the reason you’ve mentioned above. Also, in cases where this is not possible, keep in mind that other staff have access to chat archives so if that’s necessary they can quickly check your previous chats as well.

    Lastly, we did discuss this in the past and there’s couple of ideas about how we could improve access to chat archives so you might see some changes with regards to this in future.

    Hope this helps!

    Cheers,
    Bojan

      • Keith Nallawalla
        • Design Lord, Child of Thor

        I have found that when navigating between instructions from support, I seem to pass from one URL structure to the other. I guess you’ll need to do a lot of redirects + internal link updates when you are ready and that this is just a shorter issue.

        • Bojan Radonic
          • CCO / Deputy COO

          You’re definitely not wrong about that, we’re still working on some of the pages in Hub 2 which is why this happens. I know it’s not ideal the way it is now but this should be handled in near future.

          I know I can share only so many temporary solutions (sorry!) but I’ve run a quick test with the help of one of our QA staff and you should be fine on chats providing that you do this in separate browser tabs/windows. What I mean by this is keeping chat open in one tab/window and following support instructions and browsing our site and the Hub in another tab/window. This should prevent the chat disconnects :slight_smile:

          Thanks again for taking time to report all this, we appreciate that!

          Cheers,
          Bojan

          • Keith Nallawalla
            • Design Lord, Child of Thor

            Thanks, yeah I’ve had a good day with it so far today (still having trouble with this one website which Jorge is helping me with which is stuck in limbo as I botched the migration) and putting my chat window in my 2nd screen has helped keep it from getting lost. Plus I’ve also selected the email transcript option already.