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Incoming chat messages and delayed notifications?

Hi all

Has anybody successfully managed to receive notifications immediately with incoming chat messages?
I have tested the Chat module in both OnSite and Online, and it seems like that notificationS can be delayed up to app. 5 min., when you are not working in the Chat view.

This is not working for customers, who are interested in Chat.
Is there a setting or anything that can be done to speed up the notifications?

It is not likely that customers monitor the Chat view at all times.
Thanks in advance.

/Kim

RE: Incoming chat messages and delayed notifications?

We also struggle with this with our own support-desk chat. Very interested in possible solutions.

Af: Matthijs Wagemakers 19. mar 2020

RE: Incoming chat messages and delayed notifications?

Hi,

On your chat channel you have settings to specify notification settings;

From your statement it is not clear if you have done this?

Af: Michel Krohn-Dale 19. mar 2020

RE: Incoming chat messages and delayed notifications?

Hi Michel

I have set Warning on new chat to 0 min.
When a new chat instance is created, the notification seems to appear relatively faster.

But with a new incoming message to an existing chat instance, the notification takes longer time.
I would expect that the notifications would appear instant, unless it is a design decision?


Af: Kim Long Nguyen 19. mar 2020

RE: Incoming chat messages and delayed notifications?

Hi,

My testing indicates that notification on new message happens after approx 1 min. If multiple sessions it would feel very chatty if they arrive immediately.

Af: Michel Krohn-Dale 19. mar 2020

RE: Incoming chat messages and delayed notifications?

Yeah, but 1 min is quite a long time for a customer to await response in my opinion.
If you are busy with something else, you don't always have fully attention to the chat session.

Do we have customers that actively and successfully use the Chat module?

Af: Kim Long Nguyen 19. mar 2020

RE: Incoming chat messages and delayed notifications?

Hi,

Sure I see your point, we can look into optimizing this.

We have several customers using our Chat, and of course welcome good suggestions allowing us to continue to improve this channel for communication. 

Af: Michel Krohn-Dale 19. mar 2020

RE: Incoming chat messages and delayed notifications?

Hi Michel,

 

This is much asked for, can you share the wish id ?

Af: Henk Schepers 19. mar 2020

RE: Incoming chat messages and delayed notifications?

Hi,

Seems that same behaviour is described in this issue.

Af: Michel Krohn-Dale 20. mar 2020

RE: Incoming chat messages and delayed notifications?

Nice ! Thank you !

Af: Henk Schepers 20. mar 2020

RE: Incoming chat messages and delayed notifications?

Thanks! Really hope this gets some love. The delay has us considering moving back to another chat service due to complaints from partners and customers.

Af: Matthijs Wagemakers 20. mar 2020