When our team is engaging with clients using the chat, they’ll tend to prioritize clients by how long they’ve been in the queue. However, if an employee needs to refresh a page, they’ll come back to find the chat order has been scrambled. I’m unsure if this is a bug or a feature, but regardless of which is it possible to keep the queue maintained during page refreshes?
Hi there,
Thank you for your report. Our incoming chat queue should always be displaying the chat that has been waiting for the longest on top. It is possible for chats that have been served and left by the agent to return back to the queue based on the timestamp their session started.
We will monitor for any inconsistencies with this order and refresh the dashboard.
If this reoccurs, it would be helpful if you could capture a screen recording of the chat order scrambling. You can attach it to an email sent to cs@tawk.to and we will investigate further.
Let us know if you have any other feedback or suggestions.
Thank you kindly, we’ll be on the lookout for if we see the issue and try to screenshot it if so.