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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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CFBDAVE

7 years ago

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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James N

7 years ago

Quote from CFBDAVE

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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CFBDAVE

7 years ago

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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Alex Heylin

7 years ago

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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Bernhard

7 years ago

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

7 years ago

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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amohtady

7 years ago

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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anonymous

7 years ago

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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Kevin G

6 years ago

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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