Blackbaud Support - Chat Timeout Issue

@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 ;-) ]

@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.

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.