Only send Read/Seen Receipts to the user when the message is actually read on the platform
complete
Mei Wei
marked this post as
complete
We made some changes and only send the read receipt when the agent replies to the contact so your contacts don't get frustrated.
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Shoptisfy IPlan
Mei Wei: Its still not fix for me. contact see their messages as read immediately I'm not sure I need to setup or turn off something ?
Jerry (CEO)
Hello Shoptisfy IPlan: We haven't received any reports from this feature not working for other users. Have you connected any other platforms to you facebook page that might be sending the "receipt" request?
If the problem persist, please reach out to our support channels: https://respond.io/contact
Jerry (CEO)
We will be working towards this feature, but in the meantime we plan to do a quick fix this week. Right now contact's messages are marked read as soon they are received in the repond.io platform (the contact feels like someone saw their messages but didn't answer). In the coming release next week we will turn off this default behaviour, messages will not longer be marked read by default.
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Hasnat Jamil
Jerry (CEO): My friend on other platform I have used until i reply contact never knows that we have read their messages, it is really good when agent can decide which one to reply first after reading them, and agent can prioritize, these way customer will never miss understand and also agent will be never force to reply as it was read already. just an idea it was really helpful for us with that system but somehow that company stopped making chat system any more. i can share screenshots privately if you need.
Jerry (CEO)
Hasnat Jamil: there are 2 parts of this feature:
1) The Contact will not see the message as "read" by the agent until the agent replies. (this was implemented for facebook earlier this week and we are analysis if the other channels allow for this functionality).
2) On the Messaging Module of the platform, keep the unread mark until the agent answers to the contact or until the contact is marked done. For this one, I have created a new thread in canny, see here: https://respond.canny.io/feature-request/p/keep-the-unread-count-on-the-messaging-module-until-the-agent-answers-or-marks-t
Jerry (CEO)
marked this post as
in progress
Jerry (CEO)
marked this post as
under review
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Hasnat Jamil
Jerry (CEO) My friend i'm talking about Facebook Chanel.
Jerry (CEO)
Hasnat Jamil: got it, we will work on this in due time. thanks!
Jerry (CEO)
Hasnat Jamil just merged your request into this post. We are indeed aware of this issue. Each messaging app has different rules for marking the messages as read on that contact side. May I know to what channel are you referring to? Thanks!
Jerry (CEO)
Merged in a post:
Seen Status
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Hasnat Jamil
As soon as a customer sending message it goes to seen status. Though all agent, admins are not online and logged out.
* Customer shouldn't know, if I had read their messages, this way agent can pick up important messages first, and customer will not get angry that why they read the messages but not replying. This is very important for sales base companies, definitely during the holiday seasons, agent will try to make sales first than unnecessary replies.
*If a customer knows already that their messages are on seen status but the agents are actually sleeping and logged out from the system and and custoemr thinking they are not replying to them they can even get mad and place bad reviews on facebook.
* So definitely it should be fix.
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Rayane B
This so important