Hi,
We have implemented webchat widget 2.0 for our customer and are in the UAT testing phase. Our testing case is as follows, We have set the inactivity timer as 8 min for the webchat (so that if the chat is inactive for 8 min, the chat would get disconnected automatically).
Case 1: without call transfer
Agent and User able to chat as expected. Remained inactive for 2 min and dropped a chat message from user end. The inactivity timer visible in agent screen got reset to "now" and chat went as expected. After 8 min of inactivity, chat got disconnected.
Case 2: with call transfer
Chat has lasted for 2 min and has been inactive for 2 min with agent 1 and has been transferred to agent 2. And agent 2 sends a message via chat, the inactivity timer starts from 2 min in this case and doesnt get reset and ends in just 6 min of chat with agent 2 (2+6=8 min). And this happens even if the agent 2 and user is still actively chatting. Not sure why it fails during transfer, the inactivity timer behaves like a timeout function during call transfer.
Any idea or correction would be helpful!
Cheers,
Priya