Email Transcript

[MarkM]

Hi,

thanks for this great piece of work, I am impressed.

I had some issues with emails, and would like to resend all transcripts from eg the 24 hours. Is that possible?


Thanks
Mark

[dpunzova]

Is that possible?

Yes, if you have some MySQL knowledge. You would need to edit the MySQL table "chats". Just set the field "transcript_sent" to 0 for all entries you want to send again.

[MarkM]

Hi Derek,

that simple:)

Thanks for the quick response.

[GlowHost]

A button in the operator client to set this flag would be cool "Resend Transcripts"

[dpunzova]

A button in the operator client to set this flag would be cool "Resend Transcripts"

Why should it be necessary regularly?

[GlowHost]

Well, for a couple of reasons I guess.

The first being training of staff. It may quicker to just find a chat log and click a button and specify an email address than to train a new staff member on the entire chat system and then how that staff member can find a specific log. Logs are good examples of how a particular topic should be answered and we use them for training.

The second being its a good way to test a buggy system. For example, ours does not always send a transcript. Or it only sends part of a transcript, or it splits the conversation into several transcripts.

[leonelb]

Or it only sends part of a transcript, or it splits the conversation into several transcripts.

We are having the same problem with transcripts. Usually it sends two or more copies of the same transcript, and since v3.2.0.1 it splits the chat in two or more parts. The first one always ends with the welcome message. The next transcripts continues with the chat. All of them have the same chat ID, so we don't know why Livezilla is sending them in separate mails, or why each mail is sent 2 or more times.

[dpunzova]

Is this happening all the time? If yes do me a favour and create another, fresh LiveZilla Server Installation. If it's happening there, too, please let me know. Thanks.

[GlowHost]

Do you want me to use the Server Admin and use the option to update and existing install or completely fresh? I am sure there won't be any differences as we have not modified the source. Have you tried it yourself with say 2-3 operators in different geographical locations?

What I see happening is this:

a chat request comes in, then in the chat window of the operator panel, it I watch one of my staff answer the chat befor I do. It says "So and so left the chat with Matt" and something about how it was archived. Then it fires off the email.

Even though Matt never answered the request, the system tells him the chat is over, archives it and sends the email.

Another peculiarity is I have seen operators hijack other operators in the beginning of a chat. I can't tell if the customer sees this or if its just in the transcripts, but in the transcripts at least, the first line is a greeting from operator 1 and the second line is a greeting from operator 2, who then commences the chat.

[dpunzova]

Thanks for reporting. I will investigate in this issue.