Hello all, not sure if this is the right forum for this, but hopefully it is!
We have been using Fastpath for a few weeks now for a live chat support service on our website.
One issue we had was that if an agent wants to transfer the session to another agent, the new agent doesn’t see the initial form information in their Spark window, i.e. the name, email, question from the originating user.
We have got around this by using the invite additional user function instead, the new agent then gets to see all this information.
However as of a couple of days ago, suddenly this no longer works. When the new agent is invited to the conversation, all they see now is the current chat history and the list of users currently in the conversation, no longer are the additional tabs displayed containing the fastpath information.
I can’t think of anything that has been changed on the server to make this happen, I tried reloading the fastpath plugin and also restarting the openfire service to see if this would restore it, but it did not help.
Does anyone have an idea what might have happened?
Thanks,
Ben