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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.

Von: Matthijs Wagemakers 19. Mrz 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?

Von: Michel Krohn-Dale 19. Mrz 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?


Von: Kim Long Nguyen 19. Mrz 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.

Von: Michel Krohn-Dale 19. Mrz 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?

Von: Kim Long Nguyen 19. Mrz 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. 

Von: Michel Krohn-Dale 19. Mrz 2020

RE: Incoming chat messages and delayed notifications?

Hi Michel,

 

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

Von: Henk Schepers 19. Mrz 2020

RE: Incoming chat messages and delayed notifications?

Hi,

Seems that same behaviour is described in this issue.

Von: Michel Krohn-Dale 20. Mrz 2020

RE: Incoming chat messages and delayed notifications?

Nice ! Thank you !

Von: Henk Schepers 20. Mrz 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.

Von: Matthijs Wagemakers 20. Mrz 2020

RE: Incoming chat messages and delayed notifications?

Hello, is there any update about the delay?
I have set it to 1 minute but most of the time the notification comes at 1.40 and all customers dont have the patient to wait until 1.40.

Let's be fair. It is the year 2021.....howcome does the notification still takes that long? 

Von: Vincent Vloedgraven 1. Okt 2021

RE: Incoming chat messages and delayed notifications?

Hi Vincent!

We are currently working on improving chat notifications with adding some more options for configuration of notifications on new messages on ongoing sessions.

It should be possible to set notification to 0 minutes, and it will notify you immediately (within seconds) that a new chat session has arrived.

 

Von: Michel Krohn-Dale 4. Okt 2021

RE: Incoming chat messages and delayed notifications?

Hi, What is staus on improving the chatt notification?

We have a large customer that want us to red alerts this or fix it with crm script. Else they will not use the tool

They want the chatt handlers to be notified immediately. 

The asked me if we could some how notify them with CRM script. But I don't see how I can do this. I can create a trigger that sends an email when the chat starts .... but in the end that will really spam the users and I do not trust mail services when used for this purpose.. To many notifications are often blocked by the email server.

Cannot find anything in the API that helps me trigger the chatt message warning dialogue.

 

Von: Gustaf Cullin 4. Okt 2021

RE: Incoming chat messages and delayed notifications?

Hi,

As mentioned we have a discrepancy in how we handle notifications on new chat sessions and new messages on ongoing chat sessions. We could of course say that we will continue to use the same configuration settings for both events, but instead we have opted for including separate settings to give more flexibility. This is coming very soon (10.0.2).

If you experience issues with unexpected delays (in latest released version of SuperOffice), it would be very beneficial for investigation to contact me directly so we can look at specific setup.

/Michel

Von: Michel Krohn-Dale 6. Okt 2021

RE: Incoming chat messages and delayed notifications?

I have a bunch of customers who are eagerly waiting for this as well - as well as the chat module being built into pocket crm. Hope it will become better soon, until then i cannot recommend using the built-in chat.

Von: Dennis Mortensgaard 1. Nov 2021