Customers Cannot Reply Via Chat

almost 14 years ago | Article no. 1904

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THIS ARTICLE APPLIES TO:

All versions of Moxie Channels NetAgent (Chat) prior to 8.3.2

ISSUE DESCRIPTION:

Customers using Internet Explorer 8 cannot respond to Agents. The Customer Response Pane is collapsed and customers cannot type into it.

ROOT CAUSE:

This is caused by an incompatability between Internet Explorer 8 and versions of Moxie Channels NetAgent Chat prior to 8.3.2

SOLUTION OR WORK AROUND:

Changing your Portal stile from 2008Client to a default portal style can resolve this issue.
If you are using Moxie Channels NetAgent 8.1 SP 1, install Hot Fix 5 or higher. This will also resolve the issue.
Upgradring your Moxie Channels NetAgent to version 8.3.2 will also fix it.

AFFECTED SYSTEMS & USERS:

Chat customers using Internet Explorer 8.

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If you continue to encounter this issue after performing these steps, please contact our Support group at 877-373-7848 or via email at cimsupport@moxiesoft.com