a messaging flow with a digital bot 'in front' which collects customer information and routes the conversation to a queue.
conversation is not authenticated
'trash bin' icon for clearing the conversation is enabled
So far, so good.
Here's a situation which is confusing to the customer/end user:
When the end user clears the messaging session using the 'trash bin' icon, the window says "Your conversation has ended. Resume conversation by sending a new message"
However, when the end user types something, nothing happens. The conversation is 'stuck' - the message is neither routed to an agent, nor a fresh messaging is started.
The doc says: "Clear Messenger data from the browser storage, across all active tabs within the supported domain. After clearing, Messenger is shutdown and all further activity is rejected until the page is reloaded."
Infact, when the end user reloads the web page, the conversation becomes 'unstuck' and a completely new messaging session is started, which is fine. But that's not what the notification in the messaging window tells the user to do.
So my question is, how can we resolve this situation? I'm thinking of 2 options:
'Fix' the configuration so that when the user clicks the 'trash bin' icon and writes something afterwards, the message is indeed routed to the agent instead of being stuck
Change the notification in the messaging window to say "Your conversation has ended. Reload the page to start a new conversation" instead of "Resume conversation by sending a new message"
Do you think any of these options can be implemented? Or maybe you have other ideas?
Hello @Syxtus_Gaal we are not observing the behavior you described. Perhaps you've added some client-side JS logic that overrides the normal behavior.
When the user hits the Clear bin-icon, the conversation should just clear, without allowing for resuming, as you described.
So if I understand correctly, the behaviour should be:
the user clicks the trash bin
the conversation is cleared
the user needs to reload / revisit the web page to start a new conversation
If that is the case, then the message which is displayed "Resume conversation by sending a new message" is confusing for the user. Because if the user types something, as per instruction, nothing happens:
In that case, shouldn't the message say something like "Your conversation has ended. Reload the page to start a new conversation", or something similar. Woudn't you agree? Maybe it's possible to change the message "Resume conversation by sending a new message" to something else?
Btw. I am not using any custom JavaScript, just a very simple vanilla test page.
@Syxtus_Gaal as I mentioned, what you are observing is different from the actual product behavior, so perhaps something is misconfigured or there is additional logic involved.
The message "Your conversation has ended..." is generated only when the conversation is disconnected by a human agent or Bot/Flow.
For my understanding, could you explain what is the expected product behaviour when the trash bin is closed while:
the customer is chatting/messaging with the bot
the customer is chattting to the agent
the customer is finished chatting to the agent
?
In my case, for all of these 3 scenarios the result is the same:
-> messaging window is closed
-> When customer reopens it, it is empty. Starting a new chat by clicking 'start new' or typing something does not return any reaction, the conversation is stuck. This happens even after the threading timeline of 15 minutes has been exceeded.
The interaction is restarted when the user reloads the web page, including the messenger window. That would be fine if the user got an appropriate notification (reload the page),
Again, I would appreciate your feedback on the 3 points above.
So as far of my understanding, basically what trash bin does, it just simply deletes the history of interaction and customer has to initiate a new interaction with message history cleaned out. Agent will not see what customer has wrote in previous chat before cleaning it out.
Regarding the scenarios
the customer is chatting/messaging with the bot
the customer is chatting to the agent
the customer is finished chatting to the agent
All of them will have this result: Interaction will be finished, the chat will be cleared out and minimized and redirected to home page in back-end (if you have set it up)
The trash icon does end the interaction from customer side yes, but it also clears out the history, so if customer comes to the chat again, it will not see the respective history.
@Syxtus_Gaal in your scenario(s), you have likely enabled two features at the same time:
Clear Conversation > this enables the bin icon and allows End-User to disconnect
Conversation Disconnect > this determines Messenger behavior when Agent disconnects the conversation, and would generate that Resume conversation by sending a new message event that you see in transcript.
Both can coexist and can be enabled at the same time: as a suggestion, to better understand the two features individually, I may suggest you enable only one at a time, and observe the resulting behavior on Messenger.
Thank you for this thorough reply. I have checked both of these configurations.
When enabling the trash bin, I still cannot reinitiate a new conversation without reloading the web page and thus the widget.
Howerver, I am now following the approach with 'display conversation status and disconnect session'. This allows the user to restart a conversation from scratch if needed. I think it's good neough from a user experience point of view.
If you enable that feature: 'display conversation status and disconnect session', you can continue the existing chat session which agent closed interaction to.
But with trash bin it should be that you can start a completely new chat from scratch, at least that is the expected behavior. If the chat totally disappears from your screen and you do not even see a chat icon, then probably it is this setting, which hides messenger:
