Chat transcripts not showing up in Hubspot

Chat transcripts not showing up in Hubspot
All systems are back to normal

 

 

April 12, 2017 12:30PM MST – HubSpot has resolved the issue and transcripts and transcript text should be showing up as normal. Please reach out to support@snapengage.com if you have any more issues.

April 12 2017 9:38am MST – There is currently an issue on HupSpot’s side where chat events are sent with the link to case details but text of the transcript itself is missing. If you are integrated with HubSpot, you can get the link for the case in the timeline. We are working with HubSpot to resolve this issue.

 

Monthly Uptime Overview

March 2017 Availability: 100.00%

Service Uptime for the previous year:

March 2017 100.00%
February 2017 100.00%
January 2017 100.00%
December 2016 100.00%
November 2016 100.00%
October 2016 100.00%
September 2016 99.95%
August 2016 100.00%
July 2016 100.00%
June 2016 100.00%
May 2016 100.00%
April 2016 100.00%

Delay in sending chats to logs, stats and integrations

Delay in sending chat data to integrationsAll systems are back to normal

 

Tuesday March 28 2017 6:25am MDT – The post-chat processing delay has been resolved and all pending chat data has been delivered to our various integrations, our logs and the stats. We believe we have also identified the root cause that led to the processing to become queued up, and we will deploy a potential fix for that. We will closely monitor to ensure this issue does not recur.

Tuesday March 28 2017 12:35am MDT – We are currently experiencing a delay sending transcripts to the logs, the stats, and the integrations. Chats are not impacted by this delay, just chat transcripts. We are working catching up on the processing delay and it will be resolved shortly.

Delay in sending email transcripts

Resolved: Delay in sending chat data to integrationsAll systems are back to normal

 

 

Monday March 20 2017 11:15am MDT – The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor the situation and will post any follow-up details when they become available.

 

Monday March 20 2017 9:20am MDT – We are currently experiencing a delay sending transcripts to integrations. Chats are not impacted by this delay, just chat transcripts. Our dev team is working on fixing this issue and it will be resolved shortly.

 

Delay in sending chat data to integrations

Resolved: Delay in sending chat data to integrationsAll systems are back to normal

 

 

Friday February 17 2017 3:45 PM – The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor the situation and will post any follow-up details when they become available.

 

Friday February 17 2017 2:03 PM – We are currently experiencing a delay sending transcripts to integrations. Chats are not impacted by this delay, just chat transcripts. Our dev team is working on fixing this issue and it will be resolved shortly.

 

Delay in sending chat transcripts to integrations

Resolved: Delay in sending chat data to integrationsAll systems are back to normal

 

December 27th 10:42am MDT The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor the situation and will post any follow-up details when they become available.

December 27th 9:03am MDT We are currently experiencing a delay sending transcripts to integrations. Chats are not impacted by this delay, just chat transcripts. Our dev team is working on fixing this issue and it will be resolved shortly.

 

Update SOLVED: Issues with Agent Status

Solved: Issues with Agent Status

                          Updated 12/13/2016All systems are back to normal

 

We have had a small number of reports about agent statues showing the incorrect status. Example; an agent is available online but is not getting chats because in the admin dash they still show as paused. The dev team is working on a fix but here is a temporary solution for this.

Have your admin go into the admin dashboard, click on Settings > Agent Settings > Chat Agents and then choose the agent with the issue and click Edit on the right hand side. In here you will be able to switch the agent into available or pause. This will correct the issue moving forward.

Update: The issue originally occurred between Dec 8-9th, which was quickly fixed. We did not anticipate however that some agents not having logged in after this issue would carry over incorrect statuses. We performed some small updates, but there were still some invalid statuses until the point we setup a monitoring solution to fix and correct the remaining few agent account status still stuck back in time.

We will continue monitoring, but we expect the issue to be fully addressed now.

 

as-1 as-2

Please check back to see when this issue is solved.

Integration Delays

Resolved: Delay in sending chat data to integrationsPartial service interruption

 

October 3rd 5:42pm MDT The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor the situation and will post any follow-up details when they become available.

October 3rd 4:12pm MDT We are currently experiencing delays in sending data to our integrations. We will post updates as the situation improves.

 

Email Delivery Delay

Resolved: Delay in sending emailsPartial service interruption

 

September 6th 3:52pm MDT SendGrid has sent the remaining backlog of emails.

September 6th 3:30pm MDT Our email provider, SendGrid, is currently experiencing latency issues which is impacting the delivery of our emails. We have been in touch with our provider and they are working on resolving the issue. We will continue to post updates as we receive more information from them.

 

Interruption in recording Website Address URLs in visitor chats

RESOLVED: Interruption in recording Website Address URLs in visitor chats
All systems are back to normal

 

August 10 9:14am MDT We experienced an interruption in recording the Website Address URL (page from which chats were started) in visitor chats. The issue occurred from 5:40am to 8:51am MDT. We have deployed a fix and apologize for any inconvenience.