Bug Reports

Users are unable to view responses sent by Agents, making communication difficult. They assume they are alone in the chat or that Agents are not responding. Please check urgently, as this error occurs very frequently and directly impacts CSAT.

We verified that Horry's AI is apologizing by informing that it has a high flow of chats, and asking the trader to return later, but our chat "apparently" is normal. Please check.

Once again, the AI ​​is sending a message saying "Sorry, I am currently experiencing a high volume of requests. Please try your request later. It is not transferring chats to agents.

Bug in Hoory, the AI does not transfer the service to the attendant, informing that it is outside the service hours, and we are within the hours, please check.

Open the mentioned skins. Open the Chat window. Switch through languages. Observe the chat window. Actual result: Every time you switch to another language, the upper part of the chat window appears in the selected language and the footer part remains in the previously selected language. It changes when you refresh the page. Expected result: The chat window should be fully available in the selected language. Vbet AM ID: 1 URL: vbet.am Test Account: Nvard.ter-minasyan@betconstruct.com / Davit123456 Vbet.com ID: 4 URL: vbet.com Test Account: irina@softconstruct.com / Aa123456+ Vbet Turkey ID: 1476 URL: vbettr.com Test Account: vbethd@yandex.com / Vbet1234

We have some cases , where we're connecting the client to support through RB assistant but it doesn't assign the ticket to anyone although there are online agents available. https://app-eu1.hoory.com/app/accounts/5/inbox/562/conversations/3643452 https://app-eu1.hoory.com/app/accounts/5/inbox/562/conversations/3626259 https://app-eu1.hoory.com/app/accounts/5/inbox/513/conversations/3648866

The endpoint provided is up, however, it does seem like Hoory is firing the webhooks.

After 00:00 agent activity stops showing any information. In the mornings it's always back to normal. We did not find out exact time when everything gets back to normal ( I'll add a comment if we'll have any info about that ). Attached screenshot is made at 00:30

Good afternoon, we have noticed that the AI ​​is informing traders that there is a high flow of chats and asking them to return, but our junior agents have no chats and "apparently" the queue is empty. This is affecting our CSAT, which many traders are evaluating as poor service. Please check and correct this as soon as possible.

This is mostly happening when we resolve big amount of tickets at once. some examples https://app-eu1.hoory.com/app/accounts/5/inbox/184/conversations/3586617 https://app-eu1.hoory.com/app/accounts/5/inbox/184/conversations/3586672 https://app-eu1.hoory.com/app/accounts/5/inbox/184/conversations/3445508 https://app-eu1.hoory.com/app/accounts/5/inbox/184/conversations/3445511 https://app-eu1.hoory.com/app/accounts/5/inbox/184/conversations/3445512