Enter URL does not Load Upon Customer Entrance into Chat
THIS ARTICLE APPLIES TO:
All versions of Moxie Channels NetAgent (Chat).
ISSUE DESCRIPTION:
The URL to be loaded upon customer client entrance does not display when a customer enters into a Chat session.
ROOT CAUSE:
If the Session Start Script pushes a URL when loading, the URL pushed by the Script will override the URL pushed by the "URL to be loaded upon customer client entrance:" field.
SOLUTION OR WORK AROUND:
In the Moxie Channels Web Administrator , click on Chat, then select Content and Session Start Scripts. Verify which Presentation Script is selected. If the Presentation Script has a Push URL, you can perform any of the following three modifications to resolve this issue.
- Modify the "Seconds" option in the Presentation Script forthe PUSH URL. Increasing this value enables the URL in the ‘URL to be loaded upon customer client entrance:’ field to be loaded in the push frame upon the customer’s client entrance into the chat. The URL contained in the presentation script would then load a few seconds later depending upon this value.
- Delete the URL option from the Presentation Script.
- Enter the URL that you want the customer to see into the Presentation Script itself, and set the "Seconds" option to "0".
AFFECTED SYSTEMS & USERS:
Administrators and Agents.
ADDITIONAL INFORMATION:
This functionality is by design. The URL contained in the Presentation Script will override the URL set in the Enter Options unless the timing for the Presentation Script URL push is adjusted.
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.