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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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CFBDAVE

Sorry  I somehow missed this.  What do you mean next time you're disconnected?  Yes it only alerts on the initial chat, subsequent messages do not notify as that would get annoying.  You can set it email on all messages and that is how I had it at one point years ago but it became obnoxious when tech and client were chatting back and forth.  This feature may have been deprecated.  

Dave

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0
James N
Quote from CFBDAVE

Guys have you considered the extension that will email you and also auto reply?  We have out set up to tell them we are not connected currently and will contact them when we are able.   It also emails us as stated.   The autoreply is right in the chat they just sent and is instant.

I take it you didn't read the thread? Yep we've considered it, yep its flawed - It will only respond once. The next time the user chats when you're disconnected they won't get the message... ......

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0
CFBDAVE

Guys have you considered the extension that will email you and also auto reply?  We have out set up to tell them we are not connected currently and will contact them when we are able.   It also emails us as stated.   The autoreply is right in the chat they just sent and is instant.

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Bernhard
Indeed, please implement this feature or expand the Extension.
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1
James N
This feature request has been open too long without action. The suggest to use the "Auto Respond to Message" extension goes some way to helping with this; unfortunately the extension only responds to the the user once, instead of each time a user tries to communicate via chat with no host connected.

If implementing this feature request is too difficult, please fix the extension to respond each time (and include an option to toggle email notifications on/off)
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0
Bernhard

We Need it too, please implement this nesessary feature

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Brassa

So 2 years have gone by and no comments other than "Under Review"? We have 1000+ installs and once users know there is a chat option even when disconnected, we get hammered with questions and comments. Chat available only when connected should be a must....

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anonymous
  • Under Review
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1
anonymous
Quote from David Martinez

This is exactly what our company needs too! We have phone lines and an online portal with 24/7 chat, but we can't get notifications when clients try to message us through ScreenConnect which is causing some understandable frustrations. We really need an option to disable chat entirely if there is not an active remote session in progress.

Hi David,
You can disable chat by unchecking Messages under SupportAccessGuestControlPanelIDs bitmask settings. You can find this in the app.config editor extension. 

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0
Peter OTools

You've read my mind with this post. I'm in !! Now in our upgrade to v6.3 shows up a red dot in every group, and I was like 'what is that, a sniper red dot?' until I figured it out that user keep chating that way after IT left the connection. And even if you explained 1 user, still +1000 to go, and worst: they forget so easily. So, no use for us. We use Company's chat software permanently. xD



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