Chats are being lost
We receive transcripts and see that some chats were never answered. It seems that some chats do not appear in pidgin. We tested ourselves and it seems pidgin won't pick up some of the incoming chats. What might be the problem? Thanks.
There are a couple of things that might be going wrong, most likely that you are being set to idle/away status in pidgin because of inactivity (leaving your computer) for 5 minutes or more -- that is the default pidgin setting. up in the search box above input "pidgin away" to read the tutorial on fixing this.
Olark user TravExpress says…
Well, we will definitely try this solution, however, we tested this problem by launching chats when our operator was at his desk and waiting for our test chats, so there might be something else...
That's a totally different issues. Zach would need to see chat transcripts or get a time stamp when this happens to figure out why Pidgin is not receiving chats. One other thing, is the operator in question also logged in on pidgin or another im chat client on another machine or mobile? Chats can only go to one device at a time and a multiple login is another common reason why people report that chats aren't coming into the chat client they are using.
Olark user TravExpress says…
How can we contact Zach then? I sent an email a week ago using an "email us" option, but nobody answered.
Olark user TravExpress says…
We are still waiting for this issue to be solved. We are on a paid plan but it seems the email support is not that rapid as it is promised. Awaiting your soonest reply.
what is the email address you sent the support request from so I can trace it and see what happened?
I found your ticket. You sent an email on the 20th at 2:45am pst and Zach answered you on the same day at 10am pst. you did not reply to Zach with the information he requested to track down your problem.
The response:
Hi Andrei,
That's odd - according to our billing system we last tried to charge you card in March, but it never went through. You can sign up for a paid plan again by going to https://www.olark.com/billing (you are currently on our free plan).
It's odd that operators aren't getting visitor messages - can you send a test message and let us know the exact message (and when it was sent)? Then we can take a look in our server logs.
Thanks!
-Zach
____________________
Please send a a reply to my personal email and I'll make sure you get a reply and we help you out.
Olark user crcmakeup says…
I'm having the same issue. I can message customers, but can't see anything they send. I've tried Pidgin on 2 different PCs, and iChat on my Mac. No messages are coming through to ANY client.
Hey there crcmakeup,
We need a transcript of the missed chat messages so we can investigate and look into your logs. also your website URL so we can trace to your account
Send to support@olark.com
Olark user HelenG says…
Hi everyone.
We're also having this problem. Am sending an email to support@
2 of 3 online staff not receiving any Chat alerts this morning.
HG