Symptom / Need

There is a failure in the chat typing/coding process. When attempting to save the selected typing or close the interaction, the system does not process the action (save fails) and prevents the chat from being unassigned or removed from the Wolkvox Agent (Agentbox).

Context / Scenarios

The failure does not occur generally in all chats, but in specific cases associated with sending templates without response or saturation of characters in the client data.

Answer / Solution

To solve this case, the two possible scenarios must be considered:

The template is sent manually and there is no response from the client (Agent Timeout)

1. Identification : Checks if the chat corresponds to an interaction where only a manual template was sent and the customer did not respond within the agent's timeout period. In this case, Meta does not formally open the conversation window due to the user's lack of response.
2. Solution: In this case, the agent must write and send a free text message from wolkvox Agent (Agentbox).
3. Once the text has been sent, it immediately proceeds to classify the interaction.

Excessive characters in the Customer ID field

1. Identification: Check the Customer ID field, as the number of characters (combination of text and numbers) in this field may cause the system to generate an error in the database when trying to record the chat statistics, thus blocking the interaction from closing.
2. Solution: Validate that within the workflows where the Customer ID variable is captured, the data entered actually corresponds to a unique ID that does not exceed 50 characters.
3. If the content of the variable is alphanumeric and exceeds the character limit, it must be ensured that it is shortened (reducing the excessive number of characters).
4. Save the changes made and try typing the conversation again so that it disappears from the screen.

If, after verifying the above according to the presented scenario, the problem is not resolved, you can contact the Wolkvox service desk keeping the following information in mind:

Minimum Required Information

To document the case, implement the solution, or manage an escalation if required, validate the following information with the client:
• Name of the affected operation.
• Server where the operation is hosted.
• Date from which the new feature began to appear.