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Add event for chat to make email trigger usable

Ebonweaver 4 years ago updated by anonymous 4 years ago 6

Right now the built in trigger to send an email if a client sends a chat message when there is no connection is not usable. The idea is clearly that a user could initiate a support request by sending this chat message, which would be forwarded to a support email alerting the team that x user on y system said something and needed attention. However, the parameters do not include any sort of logic for if a tech IS talking to the person WITHOUT a desktop connection. The result is, if a tech is just using text chat to help and is not opening a desktop session, EVERY message the user sends goes to the support email just spamming it with junk. So, the idea is great, but the execution is pretty useless and has to be removed. If there was some way to add a parameter for "and also no tech has sent a message to this client in the last 5 minutes" this would be usable and a great feature.

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Answer

Answer

The extension was intended to send out an email right after the auto response. We are working to get this fixed and updated. This shouldn't be long, but we apologize for any inconvenience.

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Ebonweaver, this is solved with the "Auto Respond to Message" extension new update. Please take a look at Scott's post at the end of this topic: http://forum.screenconnect.com/yaf_postst4353_Extension--Auto-Respond-to-Message.aspx#post17260

Thanks.

Unfortunately this is not really solved by that extension. The extension works as desired for the auto response, but it does NOT alert the techs that a message has been sent as the trigger did. So, each solution is a half measure, neither does everything needed. If the extension sent a single email to the default account (or custom) as well as the auto response, and also did it under the 10 minute no spam conditions, then this would be as desired. Right now we either get spam emailed in chats, or get no notice of request for help, both of which are not ideal.

Answer

The extension was intended to send out an email right after the auto response. We are working to get this fixed and updated. This shouldn't be long, but we apologize for any inconvenience.

Cool, looking forward to it, thanks!

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