Check Customer Status Does Not Have Any Permission Settings

about 8 years ago | Article no. 3992

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THIS ARTICLE APPLIES TO:

All versions of Moxie Channels Chat

ISSUE DESCRIPTION:

Agents who handle Chats within Moxie Channels Agent Client have an option available to them labeled Check Customer Status. This button will present the customer with a pop-up window within their chat window, prompting them to respond within a given amount of time. If the customer does not respond, the chat automatically ends. Administrators may notice that there do not seem to be any options to remove this option from the Agents' workspaces.

ROOT CAUSE:

SOLUTION OR WORK AROUND:

This is by design. The Check Customer Status button is a core part of the Agent workspace. Moxie Channels does not have the option to remove this feature from Agent workspaces at this time without a customized solution.

AFFECTED SYSTEMS & USERS:

All Moxie Channels Chat Administrators and Agents handling chat sessions.

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If you wish to investigate whether this option might be removed via custom code, please contact either your Account Manager.

If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at support@goMoxie.com.