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@murtaza98 murtaza98 commented Jun 4, 2021

Proposed changes (including videos or screenshots)

Currently the Visitor Abandonment timer isn't affected when the chat is forwarded. However this is affecting the UX in certain situations like eg: A bot forwarding a chat to an human agent
image

To solve this issue, we'll now be stoping the Visitor Abandonment timer once a chat is forwarded.

Issue(s)

Steps to test or reproduce

Current Behaviour

  1. Configure following settings
    image
  2. Start a new livechat conversion (eg: http://localhost:3000/livechat). Send a message from visitor in livechat
  3. Accept the chat as agent and send a message as agent
  4. Quickly after sending the message from agent, Forward the chat to another agent or department and do not send any message from visitor.
  5. Within 20 seconds the chat will be placed on-hold - This is the behaviour we're modifying now

Expected behaviour

Step 1 to 4 will be the same
5. After forwarding the chat - the chat should not be placed on-hold.

Further comments

@murtaza98 murtaza98 force-pushed the omnichannel/forward-prevent-abandonment branch from 0294a99 to d4c882f Compare June 5, 2021 14:44
@renatobecker renatobecker changed the title [FIX][EE] Prevent Visitor Abandonment after forwarding chat [FIX][ENTERPRISE] Prevent Visitor Abandonment after forwarding chat Jun 6, 2021
@renatobecker renatobecker merged commit 1b568ca into develop Jun 6, 2021
@renatobecker renatobecker deleted the omnichannel/forward-prevent-abandonment branch June 6, 2021 19:28
@sampaiodiego sampaiodiego mentioned this pull request Jun 28, 2021
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3 participants