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Disable/prevent chat when session unconnected

Chris Cummings

9 years ago
updated 1 year ago
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

anonymous

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

Jason Spreen

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

Mark

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

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

piqle

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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anonymous

7 years ago
Under Review

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Levi Millington

8 years ago

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.

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Avinash

8 years ago

We get complaints from our clients too. Even though we try to tell our techs to close the chat if they can, they still miss it. I think this would be a good fit:

- Disable the chat if no one is connect. When someone is connect, enable the chat.

- If the client right clicks on the icon and selects open, it allows then to send an e-mail to ConnectWise aka open a ticket. Include the workstation name, current user log in. It would be a nice feature.

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georgewillow

8 years ago

I see the need for the option to exist, but we need our users to send messages to unconnected sessions. We get an email and know that they need help. We don't use any of the other solutions mentioned. Just want to make sure this is delivered as an option and not removed completely.

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obrien g

8 years ago

hey guys, i got around this by hiding the system tray icon... when the tray is hidden the user cant open the chat box

https://docs.connectwise.com/ConnectWise_Control_Documentation/On-premises/Advanced_setup/Create_the_app.config_file

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William Hilsum

8 years ago

Chat in ScreenConnect, Labtech and ChatAssist! It's too much!

...Just evaluating LT at the moment (looking likely we will), but this is one of my biggest concerns.

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anonymous

8 years ago
Considering for Future Release

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Jason H

8 years ago

It is almost impossible to believe that there is a chat product in existence (Control), that doesn't tell you that the other party has left the conversation. This is a huge issue for us. No one understands it because it goes against any common sense or feature in the rest of the IM world. Further, it doesn't give the entire conversation in email, or the users name. I don't really want those features, I want the chat to be greyed out when no one is connected to the machine to receive the chat, and notice in the chat if either side leaves. Sort of like what everyone else has been doing for decades.

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David Martinez

9 years ago

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.

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