Contacts are not recorded anymore

Community Discussion Bug Report
1

Since the 24th of July the Contacts are not updated both:

  • no new records are created
  • no updates to the existing records ( last seen ).

What is weird that we can see visitors, and chat with them but then the record in the contacts is not updated or created when needed.

Am I the only one? Can somebody help us to debug this issue?

2

Hi @KanbanifyApp ,

Thanks for reaching out and for reporting this issue.

Could you please share a screenshot or, preferably, a screen recording showing how the Contacts section behaves on your end? It would also be helpful if you could let us know whether you’ve tried reproducing the issue by:

  • Starting a new chat as a visitor to see if a new contact is created and whether the contact record is updated correctly.
  • Manually adding a contact to check if it is saved successfully and whether the contact information updates as expected.

If you’d prefer not to post the screenshots or screen recording publicly, feel free to send them to us directly, and we’ll be happy to take a closer look.

We look forward to your reply so we can investigate this further.

3

This is the ticket I managed today it refer to RYSE Dev:

image
image1524×924 20 KB

In the contacts does not existing RYSE Dev, neither searching by name or just browsing names:

4

This is the contacts view sorted by last seen and stopped the 24 of July:

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image2944×1728 390 KB

5

This is searching for the same person:

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image2944×1728 159 KB

6

Thanks for sharing the screenshots! I’ll forward them to our team so they can investigate the issue further. We’ll keep you posted as soon as we have an update.