Blackbaud Support - Chat Timeout Issue

Justine Levesque

Hello,

I am posting to highlight an issue with the new chat that has been launched. It seems that if there is no conversation in the chat for a few minutes the system now closes the chat automatically (screenshot attached). This has happened twice and it makes it really inefficient for getting solutions to ongoing issues.

Wondering if anyone else has experienced this or if Blackbaud if aware of the issue?

Crystal Bruce

@Justine Levesque Thank you for making us aware. I'm passing this along to the support team!

John Ronan

@Crystal Bruce,

I would further request that, if possible, the “beep” notification that something has been added be made more noticeable.

The only way I have found to use chat efficiently is to initiate a chat and immediately go on to other tasks vice waiting around for a response. Often, the rather slight “blip” that indicates the analyst has responded goes unnoticed [in our probably-typically-noisy environment ;-) ]

Crystal Bruce

@Justine Levesque I do have an update from the support team! “Thanks for your feedback! The chat will timeout after being inactive for 10 minutes. You will also be able to see the countdown timer in the chat window so you know what to expect.”

Geoffrey Goodfellow

@Justine Levesque, I would add that yesterday I was on a chat with support yesterday and after a back and forth with the support agent. The support agent was the last to respond, and I was waiting for him to check something when the timer popped up and said, “are you still there?”. It made it look like I was the one unresponding when I was really waiting for the support agent. I tried typing a space in the chat to keep things active, but it wouldn't accept that. Instead, I typed, “yes I'm still here” which I'm sure perplexed my support agent.

I would echo that there needs to be some audible signal or pop-up whenever the support agent responds. Often, while waiting, I'm multi-tasking with other windows and the Blackbaud chat support window gets hidden behind something. I keep checking back, but other times, the support agent responds, and I don't even realize it. When I eventually check back and see that the chat has been discontinued because I didn't respond, it can be frustrating.

Christina Guadalupe

@john ronan
I agree! And make the tab blink if speakers are off ( i work in a library and my speakers are often off)

Daniel Wallach

Echoing this, the chat is much more frustrating to use now - obviously users will move on to other things while waiting for agent responses. This shouldn't lead to timeout, and we should have audible notifications for agent responses.