Subject: Issue with incoming chat in IBD
From: "Ravi Parkash . Gupta" <[email-masked]>
To: deeksha dadu <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, Subir Bikas Chakma <[email-masked]>
Date: Fri, 1 Apr 2016 13:13:56 +0530 (IST)

Hello Ma'am 

W e are facing issue with incoming chats in IBD. Some incoming chats are coming in agent's queue with sound and visual notification but some chats are coming in free space(Not in agent's queue) without sound and visual notification. we have to pick them form "Visitors page". For this reason many chats got abandoned. We have chatted with Zendesk and they created some test chats. Now Susan is online and I guess she is dealing with them. 

Attached is screenshot of incoming chat page of Zopim. The incoming chat in image is from Zendesk Team and you can see this chat was not queued to any agent and there is no visual notification as well in agent's queue. 

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thanks and Regards 
Ravi Prakash Gupta