Web1on1 as chat back-up
Let us explain this process by using an example (step by step):
- You are online in Web1on1 and you are subscribed to a channel
- Web1on1 recognizes that you are online
- A website visitor starts a Live Chat conversation
- The conversation will first only be available in your channel for 15 seconds (during this time Web1on1 is not able to handle this conversation)
- After 15 seconds, the conversation will also become available in a Web1on1 channel
- From this moment on the user who accepts the conversation first will handle the conversation (“first come, first serve”)
How is it possible that Web1on1 handled a conversation while we were online?
There could be several reasons why this could happen. Things you could check first:
- Were you really online? This not only means you were logged in, but it also means you were subscribed to a channel.
- Do you have sound notifications enabled? And did you test if they really work on your computer?
- Do you have desktop notifications enabled? And did you test if they really work on your computer? See the following link how to enable notifications.
- Could you be away for a moment (toilet, get something to drink, on the phone, etc.)?
- Is your internet connection stable? Our messaging software checks every second if the connection is stable enough to have a Live Chat conversation.
When you checked all points above and you still think something was wrong, please contact us via firstname.lastname@example.org. Always include the URL of the conversation where you think it went wrong. We are able to check to which channel the conversation became available first.