SnapEngage Service Status

Solved: Issues with Agent Status

                          Updated 12/13/2016

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.

Please check back to see when this issue is solved.

Resolved: Delay in sending chat data to integrations

 
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 […]

Resolved: Delay in sending emails

 
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 […]

RESOLVED: Interruption in recording Website Address URLs in visitor chats

 
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.
 

RESOLVED: Integration with HubSpot failing to create timeline events

 
July 26 12:14pm MDT The issue came back for some clients in the past couple of hours. HubSpot’s technical team reworked some permissions. They have resolved it again now and are ensuring that the problem does not come back. We have just finished the delivery of the impacted chats […]