Incidentsby IbisGet Help options not appearing for greeting messages
Sep 16, 17:21 UTCSep 16, 18:14 UTC
Duration
54m
Impact
Minor
Root cause
Not disclosed
MoveWorks, 90 days
16 incidents
Affected
Live Agent Message BrokeringLive Agent Chat / Handoff - Live Agent Message Brokering
Final update
A fix has been deployed and the Get Help options are now rendering as expected for all messages. Thank you for your patience, and apologies again for the disruption.
Timeline
- Resolved · Sep 16, 18:14 UTC
A fix has been deployed and the Get Help options are now rendering as expected for all messages. Thank you for your patience, and apologies again for the disruption.
- Identified · Sep 16, 17:40 UTC
We have identified that this is impacting customers on the Frontier and Standard tiers of the Model Upgrade program. We are actively working on a fix and will provide further updates shortly.
- Investigating · Sep 16, 17:21 UTC
We are investigating an issue where any utterance that is identified as a greeting fails to render the help options on the Get Help page, leaving users unable to file a ticket or connect to a live agent. The Get Help tab opens but shows only the Chat Summary with no handoff options presented. We apologize for the inconvenience this is causing your users. Impacted Regions: All
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