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"Live Chat is currently not available" message

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edited Sep 8, 2017 3:17PM in Communication Channels 10 comments

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Hello - 

We have implemented a new chat launch page and have set up a new business rule for the routing.  When this rule is enabled, and chat sessions are full, we get the "Live Chat is currently not available".  When the rule is turned off, chats stack up in the queue and wait for sessions like it's intended. We are not sure why this message is happening and what it is about our rule that is causing this.  Let me give more details into the situation:

1. New Chat Launch form that uses first/last name, email address, phone# (custom field), and a hidden custom field specific for this page.  I have the hidden field defaulted to the selection we want - in order to help with routing, since this chat launch form is on our main interface that already has chat in place. (Since we have 2 chat launch forms on the same interface, I have used the script of "sub:input_Incident.CustomFields.c.ecom_prod:hide_on_load=true required=false" to stop this custom field from being on our main chat launch form - could this be the problem?)

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