Password Reset FAQs

November 21, 2018
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1. Why am I getting a “Process failed” error when I try to reset my password?  If your user is disabled, you will get a “Process failed” error when trying to reset your password. Before you can reset your password, your user must be re-enabled. For more information on enabling users, see What do you… Read More

Why are agents in AWAY state receiving chats?

October 4, 2018
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  Problem Some LiveEngage agents received chat notifications when they were in Away state. Cause The ACD setting of the agents’ LiveEngage account is Manual mode. In this mode, incoming chats ring for all agents who are logged in, regardless of their state (Away/Back Soon/Online). Solution When the ACD setting is Manual this is expected… Read More

Apple Business Chat – Message could not be delivered to a customer

September 27, 2018
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  Problem: When attempting to respond to a customer’s message via Apple Business Chat, the agent received the error “Message could not be delivered to the consumer”. Cause and Solution: The consumer had closed (deleted) the iMessage thread on their device; therefore message could not be delivered.

Why aren’t chats transferring? Why are they returning to the agent after he transfers them?

September 5, 2018
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Problem: When a chat is transferred, the chat returned back to the original skill/agent rather than remaining in the destination queue. Cause and Solution: Transfer-to-agent returns chats to the origin after about 4 minutes, if no other agent has taken the chat. However, transfer-to-skill does not return to the origin.  

  Problem: When agents try to send a message to consumers on Facebook, they receive the error: “Message format is not supported by the consumer’s application”. Cause: This error message shows up when there was an issue sending the message to Facebook. The message is generic and doesn’t actually indicate an issue with the format.… Read More

Where is deleted user data visible and for how long?

July 17, 2018
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  Deleted user data is stored in LiveEngage and visible for 13 months following deletion. Deleted agents are displayed with a (deleted) indicator in the Open Connections, All Connections, Web History lists, and the Engagement history widget Filter by deleted agents is available in the Open Connections, All Connections, and Web History lists. In the… Read More

  Problem: Why doesn’t the CoBrowse invitation follow visitors when they navigate to a new page on our site? Cause: CoBrowse invitations do not follow visitors to other web pages although CoBrowse sessions DO follow visitors. If a customer accepts a CoBrowse invitation and then navigates to a new page, CoBrowse will follow the customer… Read More

Why can’t I log in to LiveEngage from Chrome?

July 16, 2018
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Problem: When I try to sign in to LiveEngage from Google Chrome I get an error message and I am not signed in. I’m able to sign in from other browsers. Cause: Your Chrome browser has an unsupported extension installed (Ghostery in this instance) that is known to block cookies and other functionality. Note: Unsupported… Read More

Why aren’t visitor names displayed in the Web Visitors and Web History list?

July 12, 2018
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  Problem: Web visitor names are displayed as “Visitor” in the Web Visitors list even when visitors start chatting. Why aren’t their real names displayed? And why aren’t their real names displayed in the Web History list? Cause: The engagements for which a visitor name is not displayed are NOT configured to display pre-chat surveys.… Read More

How does LiveEngage treat multi-segmented SMS messages?

July 8, 2018
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  Multi-segmented SMS messages are messages that are counted as multiple SMS messages at the time they are sent because they contain a large number of characters. LiveEngage does not consolidate or separate SMS multi-segment messages. Consolidation depends on the 3rd party SMS providers. Twilio consolidates multi-segment SMS messages before sending them to LiveEngage. So… Read More