Debugging information for new session

SESSION 1: Start of conversation

guest-40921 7:16 AM Chat started

virtualassistant Livechat Agent 7:16 AM Hi there! I am a virtual assistant, designed to answer questions about your service. What can I help you with?

chad

@guest-40921 7:18 AM This is the dollars of data virtualassistant Livechat Agent 7:18 AM I can help you with the following home phone questions. @guest-40921 7:19 AM Add/remove home phone virtualassistant Livechat Agent 7:19 AM Unfortunately, we are unable to process requests to add Voice: Home Phone Service over chat -- you must call Customer Care at 855-463-9333. www.viasat.com Viasat Voice Voice from Viasat is a feature-packed, optimized VoIP home phone service built to work alongside your smartphones to help ensure you don’t miss important calls. Continue chad @guest-40921 7:22 AM Every one keeps telling me that since mins and another person like you for a long time and its still on id rather virtualassistant Livechat Agent 7:22 AM I can help you with the following billing questions. @guest-40921 7:24 AM Question about my bill virtualassistant Livechat Agent 7:24 AM An agent can assist with this. Would you like to chat with an agent now? @guest-40921 7:24 AM Chat with agent rocket.cat 7:24 AM Chat transcript sent: requested the chat transcript virtualassistant Livechat Agent 7:24 AM Connecting you with a live agent dialogflow.bot 7:24 AM New Chat Transfer: Dialogflow transferred the chat to the department Viasat Customer Support liveagent Livechat Agent 7:24 AM An agent will be with you shortly. Your queue position is: 1 Transferring you to a live agent. Connected to agent: . Thank you for contacting Viasat Internet Customer Care. I'm happy to help you today! Please give me just a moment to review your account information and I'll be right with you. Thank you for chatting with Viasat Internet. My name is. How may I help you? chad @guest-40921 7:25 AM This is like the 5th time since y'all installed ive told yall to turn voice off dont need it why wont they turn it off liveagent Livechat Agent 7:26 AM I'm sorry to hear you're having issues removing the Voice service. Allow me two minutes to check your account please. chad @guest-40921 7:26 AM A man 40 mins ,a woman 30 mins. 2 luve agents still no results The liveagent the other day was gonna credit me 30 the other day and rurn off its still on I woukd rather have 30 more dollars in data liveagent Livechat Agent 7:29 AM I apologize for all the inconveniences on this issue. I'm checking that you already have an escalation to remove the Voice service since there was an error when we had to remove it. Allow me two more minutes to check on this escalation please. liveagent Livechat Agent 7:32 AM I'm still here checking on it. Allow me two more minutes please. liveagent Livechat Agent 7:34 AM So far we need to wait for the escalation to remove the Voice service to close. Now I'm just checking on this credit for $30.00 liveagent Livechat Agent 7:35 AM Hello? Are you still online? liveagent Livechat Agent 7:36 AM I have not received a response from you in 2 minutes or more, so I must end this chat session. If you require further assistance, you may start another chat session with us at your convenience. Thank you again for choosing Viasat Internet Customer Care. Have a great rest of the day! guest-40921 7:36 AM Conversation closed: Chat closed by visitor.. This conversation is already closed.

SESSION 2:

Start of conversation

guest-40921 7:51 AM Chat started

virtualassistant Livechat Agent 7:51 AM Hi there! I am a virtual assistant, designed to answer questions about your service.

chad

@guest-40921 7:51 AM Yes virtualassistant Livechat Agent 7:51 AM I am unable to locate your account information. Please contact our Customer Care team by phone 24/7 at 1-855-463-9333. Please close this window to end your chat session. What can I help you with? chad @guest-40921 7:52 AM Ive been trying since they installed my service to have voice turned off like 2 people over phone like 30 mins 3 live agents its still on virtualassistant Livechat Agent 7:52 AM I can help you with the following home phone questions. @guest-40921 7:53 AM Add/remove home phone virtualassistant Livechat Agent 7:53 AM Unfortunately, we are unable to process requests to add Voice: Home Phone Service over chat -- you must call Customer Care at 855-463-9333. www.viasat.com Viasat Voice Voice from Viasat is a feature-packed, optimized VoIP home phone service built to work alongside your smartphones to help ensure you don’t miss important calls. Continue chad @guest-40921 7:53 AM I wont voice removed virtualassistant Livechat Agent 7:53 AM I can help you with the following home phone questions. @guest-40921 7:53 AM Add/remove home phone virtualassistant Livechat Agent 7:53 AM Unfortunately, we are unable to process requests to add Voice: Home Phone Service over chat -- you must call Customer Care at 855-463-9333. www.viasat.com Viasat Voice Voice from Viasat is a feature-packed, optimized VoIP home phone service built to work alongside your smartphones to help ensure you don’t miss important calls. @guest-40921 7:53 AM Continue virtualassistant Livechat Agent 7:53 AM If you would like to remove your phone service an agent can assist. Would you like to chat with an agent now? @guest-40921 7:53 AM Chat with agent rocket.cat 7:53 AM Chat transcript sent: requested the chat transcript virtualassistant Livechat Agent 7:53 AM Connecting you with a live agent dialogflow.bot 7:53 AM New Chat Transfer: Dialogflow transferred the chat to the department Viasat Customer Support liveagent Livechat Agent 7:53 AM An agent will be with you shortly. Your queue position is: 1 Transferring you to a live agent. Connected to agent: Brayan R. Thank you for contacting Viasat Internet Customer Care. I'm happy to help you today! Please give me just a moment to review your account information and I'll be right with you. Hello! My name is Bryan and I will be assisting you today, may I please have your first and last name? ? chad @guest-40921 7:55 AM Been trying to have voice removed since yall installed it everyone that I talk to says they gonna turn it off and uts still on would rather have 30 more data Tracy Johnson liveagent Livechat Agent 7:56 AM Let me just go ahead and verify the information in your account and be able to assist you with this. chad @guest-40921 7:56 AM The last guy was supposed ti be getting me a 30 credit and removing.voice still on the others told me same I would rather have 30 more in data o dont need home phone liveagent Livechat Agent 7:57 AM Ok Tracy, for this you have to be very patient, there is an escalation that was made and sent to corporate and they have already replied it, issue is corrected, but voice and shield will be disconnecting on 11/28. chad @guest-40921 7:58 AM Ok no one told me this they just keep telling me they gonna turn it off So can I add 30 in data instead of the voice si bill stays same liveagent Livechat Agent 7:59 AM I can see that you have an active discount for $30 off during your first 3 months Tracy, if you do any change of plan, you will lose the discount. liveagent Livechat Agent 8:00 AM ? I have not received a response from you in two minutes or more, so I must end this chat session, if you require further assistance, you may initiate another chat session with us, or contact customer care service over the phone at 1-855-463-9333. Thank you for choosing ViaSat Internet Service, I hope you have a great day! guest-40921 8:01 AM Conversation closed: Chat closed by visitor.. This conversation is already closed.

SESSION 3

Start of conversation

guest-40921 8:05 AM Chat started

virtualassistant Livechat Agent 8:05 AM Hi there! I am a virtual assistant, designed to answer questions about your service.

chad

@guest-40921 8:05 AM Thank you didnt know so.can I add 30 in data virtualassistant Livechat Agent 8:05 AM What can I help you with? Unlimited plans have a set high speed data amount that when exceeded could result in prioritizing your data behind other customers during network traffic congestion. If you have used all your high speed data, you may be able to buy more. Simply go to the My Viasat Plan & Usage page, select the 'Buy More Data' button, and complete the purchase on the sidebar on the right. You can find more information here. Was this information helpful? @guest-40921 8:05 AM Yes, that helped virtualassistant Livechat Agent 8:05 AM Is there anything else I can help you with? chad @guest-40921 8:09 AM There is also red on the hime it said contact yall for issue virtualassistant Livechat Agent 8:09 AM I didn’t understand that. Please try wording it slightly differently. Is there anything else I can help you with? chad @guest-40921 8:11 AM It shows that yall found a issue under my service account the house is colored in red it said contact y'all virtualassistant Livechat Agent 8:11 AM An agent can assist with this. rocket.cat 8:11 AM Chat transcript sent: requested the chat transcript virtualassistant Livechat Agent 8:11 AM Connecting you with a live agent dialogflow.bot 8:11 AM New Chat Transfer: Dialogflow transferred the chat to the department Viasat Customer Support liveagent Livechat Agent 8:11 AM An agent will be with you shortly. Your queue position is: 1 Transferring you to a live agent. Connected to agent: Brayan R. Thank you for contacting Viasat Internet Customer Care. I'm happy to help you today! Please give me just a moment to review your account information and I'll be right with you. Hello! My name is Bryan and I will be assisting you today, may I please have your first and last name? chad @guest-40921 8:12 AM It shoes red on the home yall found issues and contact yalp liveagent Livechat Agent 8:12 AM I'm really sorry to hear that, let me just go ahead and verify the information in your account and be able to assist you with this. It seems the issue that was showing on your account is that you were over your priority data, but you made an extra purchase of data. chad @guest-40921 8:13 AM Ok thanks liveagent Livechat Agent 8:14 AM Besides helping you with this information, is there anything else that I may help you with today? ? liveagent Livechat Agent 8:16 AM I have not received a response from you in two minutes or more, so I must end this chat session, if you require further assistance, you may initiate another chat session with us, or contact customer care service over the phone at 1-855-463-9333. Thank you for choosing ViaSat Internet Service, I hope you have a great day! guest-40921 8:16 AM Conversation closed: Chat closed by visitor.. This conversation is already closed.

Elasticsearch logs for three sessions

info.xlsx

@Shailesh351 here's the custom fields for the three rooms we're looking at:

{ "_id" : "5ERZqkdkZQ9kuQnSs", "customFields" : { "welcomeEventSent" : true, "accessToken" : { "token" : "ya29.c.KqEBGAhlPukF1kz_iUad4oHlYmuVtlM72qes_fFhrlTT5cnj23Ntds2Jz6bq9hNl3rdo1suXi3bWbtWX8yo5ny5ydiMYJwkqK046DHczfgGIY1SKrJYiwydqJKExXOYVy6FobQby98qP4jMmwRw1p86ztXZZyhMhN7UXHANUhgYAXZ_rNk-2grWd33EL57EZAXzrcIDaPygl6IqvzwO_IB02x_E", "expiration" : ISODate("2021-11-17T12:46:49.246Z") }, ———————————————————————————

{ "_id" : "zPi7t8qmHRBeNfPdu", "customFields" : { "welcomeEventSent" : true, "accessToken" : { "token" : "ya29.c.b0AXv0zTMLClIbSw3o6Rs6_OMUr6ZERFA2pfmbeNRi59q7mnSp6scMj4splF05b6_utShfHVz7BxMMD75VGcpvIE4bHs2zfZwsKlN4x7PGdkDYyNPulCaop3RoTFsyfq64ZuvxVsIuIkdE12TxVOFYt2Ih_8FGS0mZtMS0hEqd8wiiIyMIQjzzVwY0Qhdbv1rwuZdi9s7jY7xPDFmUAf-RRQxrWbwO6jFyFg...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................", "expiration" : ISODate("2021-11-17T13:21:31.893Z") },

———————————————————

{ "_id" : "KtYKGMDTFcZRaePNC",

"customFields" : {
    "welcomeEventSent" : true,
    "accessToken" : {
        "token" : "ya29.c.KqEBGAhjkzZr4DLCxO-JDWHZGhxfMk0CihoNwPJbTtgD3uyRkQjfLsqnuGCR6k5t21g6DKB7mDNCtm95yIuF9Y16wL_WlVQ-SIxtgEt1_Gdp1eKrI7ND1mcaNd2fAT1pn8_htwCaZA1BEnDNWX_uBhRme9PT1KNVOQl3GlPnvIx4ZEltaJLCKo-q5iy4Qs6VUlwtro-7lWZ1BS_uDWtsxT8qD-M............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................",
        "expiration" : ISODate("2021-11-17T13:35:00.810Z")
    },

Need to come up with a repro..... can we use this data to create a step by step manual on how to reproduce.

we need a plain english description of what the visitor is experiencing/seeing.

@Shailesh351 @bhardwajaditya We have another example of a room without welcome event.
Visitor talking with Liveagent -> Session Closed -> Visitor triggers a new room with text before welcome event.

In this case the logging seems to indicate that the close_chat payload did not arrive in time on the mobile device.

Maybe the fix should be: Never send a message from the visitor to the DF.agent until the visitor finds an existing room. Basically, if the room trigger is from a visitor message (instead of from clicking the widget), then just drop that message. The next event in that case should be the welcome intent.

At the moment we have been relying on disabling the composer, but there seems to be some race conditions where that is not working.

Thoughts?

WideChat / Rocket.Chat

Debugging information for new session #1017