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Old 02-06-2018, 06:18 PM
anuss anuss is offline
Join Date: Jan 2015
Posts: 7
anuss has 10 reputation points
Default Inbound Chat Question...

Here is the scenario....

Customer facing web app for Chat gives an information section before the main text box. For example:

Your Name:
Your Phone Number:
Your Email Address:

Text Box:

The problem is that the information in the text box can be seen by the agent, but the Customer information above can not be see by the agent.

The agent is then asking the customer for the information they have already entered above(name, phone# and email address).


What is preventing the information entered above the Text Box from being sent to the Agent along with the information entered in the text box? Is there anything I am missing in the IPOCC that would prevent this information to be sent to the agent(parameters) or is this a web developer issue?

Any Help is appreciated!
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Old 02-22-2018, 04:39 AM
marquardt marquardt is offline
Join Date: May 2014
Location: Stuttgart - Germany
Posts: 190
marquardt has 14 reputation pointsmarquardt has 14 reputation points
Default Info over initial message

Usually the name (id) of the customer and a text (initial message) will be send to the IPOCC Agent. If there are additional info it should be send in the first text (initial message). I think it is an issue of the web application.
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