Missing Chats Transcription

  • Hello,

    We are using your plugin for one of our client.
    However, after enabling the chat transcription, there is always some part of the chat that are missing. In every history of chat, the chat agent messages are missing. There are only the customer messages.

    Thanks a lot for your help.
    Alexis

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Author wp3cx

    (@wp3cx)

    Hi @alexisarpa3 ,

    Could you please provide the following information?:

    – WP version
    – WP-Live Chat version
    – Chat mode (On-Premise or Cloud?)
    – Does disabling chat transcription make any difference?
    – If you access the chat history page, can you see the whole conversation?
    – Did you notice this behaviour during your own tests or during normal traffic?

    Thread Starter alexisarpa3

    (@alexisarpa3)

    Hello,

    – WP version : 5.3.2
    – WP-Live Chat version : 8.1.7
    – Chat mode On-Premise
    – Does disabling chat transcription make any difference? No difference
    – If you access the chat history page, can you see the whole conversation? No, we can only see the customer part
    – Did you notice this behaviour during your own tests or during normal traffic? Both, actually it’s working on our preprod environnement but not on prod

    Plugin Author wp3cx

    (@wp3cx)

    Hi @alexisarpa3 ,

    – Does your stage server have the same configuration as the production? Same plugins and same server config?

    – As an agent, do you get any errors in the browser’s console while in a chat? This is important, please check and let me know. (Just press F12 to bring up the console)

    Thread Starter alexisarpa3

    (@alexisarpa3)

    Hello,

    Both environment are one on the same server.
    And we don’t have any error in the console.

    MKW

    (@vannimakk)

    Hello,
    I have read the questions and answers in this post, but I cannot understand if it is a solved and solvable problem.

    I am on a production server and have just closed a chat with a potential customer. Unable to answer a question, I asked to write her e-mail address in chat.
    At the end of the chat, I expected to see the complete transcript in History, but I only see mine and not the guest’s.
    The configuration is as follows:
    – Wp 5.4
    – Live Chat 8.1.7
    – Chat on premise
    – In chat history, the transcription of the chat operator is visible but not the guest.
    Is there a solution?
    Thanks to the availability.

    Vanni Makk

    Thread Starter alexisarpa3

    (@alexisarpa3)

    Hello,

    This is not solved.
    We just don’t have the problem in our dev environnement
    It happens only on production.

    MKW

    (@vannimakk)

    Hi
    ok received, you are very kind.
    Thank you very much for your answer Alexisarpa3.

    Have a good day

    Vanni

Viewing 7 replies - 1 through 7 (of 7 total)
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