Crazy! 361 chat rooms suddenly appear in roster as new messages


#1

We have 2 agents in user support channel and 361 client chat rooms. Most of 361 chat rooms was hidden but every time one agent disconnects all 361 chat rooms appear in roster with “new messages” though “new mesages” are only agent transfer note!!!
Thus roster is totally unusable for client support!!!


#2

What version of Rocket.Chat?

Also can you reproduce? If so can you provide steps to do so?


#3

Version is latest stable.

Steps to reproduce:

  1. create channel with 2 agents
  2. collect a few client chats
  3. hide some chats
  4. one agent exits
  5. check in another agent’s interface where all chats unhidden and marked as new messaages
  6. try hard to find chats with true new messages from live clients

see screenshots


#4

as you can see in screenshot, there is no true new messages, but only service announcements of chat transfer


#5

conclusion: hidden chats should remain hidden after transfer from one agent to another on occation of formet agent exit rocket.chat


#6

Hi @cypa, I have some questions:

  • I would like to know what action is set in this Livechat setting: How to Handle Open Sessions When Agent Goes Offline

  • I did not understand the relationship between Channels and Livechat Rooms. I mean, you described these steps to reproduce the issue:

- create channel with 2 agents
- collect a few client chats
- hide some chats
- one agent exits
....

But, as I can see, the issue is related to Livechat Rooms, right? So, my question is: When a new Livechat starts only one agent is assigned to participate in the chat… then, the agent is hiding the chats before leaving Rocket.Chat, right? And then, after the agent goes offline, all his open chats are transferred to a new agent, is that it?

I’ll be waiting for your feedback.
Thanks.

Renato Becker.