Customers Cannot Reply Via Chat
about 13 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