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Disable/prevent chat when session unconnected

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Chris Cummings
  • updated
  • Under Review

Currently there is a trigger that sends an email when guest sends message to unconnected session. This annoys our customers that there is even a chat option that does not go anywhere when a session is not connected. They don't understand this. Even though we keep telling them we have a chat option under the LabTech agent icon they choose the first "chat" they find. PLEASE add a configuration flag/option to disable chat screen when session unconnected. I know we can hide the system tray icon--however that prevents other features we do use/need.

Duplicates 5
Expand chat functionality from Host side

Partner is requesting a way to notify the Guest side automatically when a chat has concluded, and has a couple of suggestions: 1) he would like the ability to close the chat box on the Guest side from the Host page via a button or something similar 2) He would like the chat box to automatically notify the guest side when he connects/disconnects from a session

tray icon

configure it to only pop up an icon in the tray during an active remote control session.

Add ability to show Tray icon only when a connection is established

Our desire is to have the Tray icon only visible when a Support Session or an Unattended Session is active. While the ScreenConnect client is idle we would like the icon to be hidden.

I would like for the chat window to automatically close whenever you as the host exit the session
Avatar pam

When you disconnect from an Automate session (ConnectWise Control) the Control window should automatically close so that clients / end-users can not send messages and think you are receiving them.

Block Chat when host is disconnected

We've recently had an issue where end users will submit chat messages through ConnectWise Control expecting a reply, which we would never notice. We currently have the Auto-reply when host is disconnected extension enabled, but it doesn't seem to fully stop this from happening. 


Our best thought of solution would be to disable the chat completely while the Host is disconnected, which will force the end-users to email our helpdesk instead. Is this possible or can it be implemented in a future update?

Replies 33
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0
KevinR&R

Hi all, please make this feature available!

And if this is not the way to ask for new features to be developped let us know the right way. 

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Trevor Fowler

Hi folks, has this ever been resolved in any meaningful way? 

Thanks.

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Kristian

Seriously, five years have gone by and we're still waiting!
It's been under review for 3 years.

Come along Connectwise, if we were this slow at supporting our clients we would all be out of work!

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1
marc normandeau

Please make this feature availlable. Its been 5 years that customers have requested this.

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0
Kevin G

I don't use the Chat feature and definitely don't want my clients using it. I was able to hide the chat option from the Windows tray icon's right-click menu but it still appears for Mac clients. I also want to disable the chat icon from the host interface as I don't want to see it.

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anonymous
Quote from amohtady

Thanks, How did you do that?

You can install extensions by going to Admin > Extensions > 'Browse online extensions'

Here is an instructional video: 

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0
amohtady
Quote from Levi Millington

We've installed and configured the "Auto Respond to Message" extension. When the end user sends a message to a disconnected chat session, they immediately get an automated response indicating that the technician has disconnected, and to forward any additional requests to our help desk email address. It has been working great for us.

Thanks, How did you do that?

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Alex Heylin

Perhaps our config is slightly different to your Bernhard but we don't have a chat option in the right click menu of the icon.  If user double clicks the icon then chat appears which obviously we'd like to be able to prevent - but I don't understand why this is something your users would do - we've never had any of ours do it.  Nor have any ever complained about the auto-reply if a tech chats them, disconnects, and then they reply.  Obviously I'm saying yes to the enhancement, but pointing out we don't have to suffer until then as workarounds are available which should be usable (though not ideal) for most situations.

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Bernhard

All what i want is to hide the Chat Input and button if no tech connected. thats all .. simple and no brain necessary

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Alex Heylin

Until this gets released - there is an auto-answer plugin that can be used to inform users that no-one is connected and to call / email you. You could also hide the icon (make it transparent  / whatever).



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