Proactive invitation shows both Timed Out and Rejected

Activa Live Chat Support » Live Chat Invitations » Troubleshooting

Article ID: 36 | Last Modified: 06/17/2008

When an operator sends a proactive invitation to a visitor from the Operator Console, there may be instances where the invitation status within the operator's chat window displays both a "Timed Out" and a "Rejected" status stamp like this example:

- Invitation Sent: Tuesday, 06-17-2008, 08:24:40 (GMT-0400) -
Operator: Erin
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Timed Out: 08:25:10 (GMT-0400)
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Rejected: 08:25:16 (GMT-0400)
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This apparent contradiction occurs do to latency in the physical distance difference between the operator and the visitor.

In this case, while the status stamp shows that the proactive invitation was "Rejected" by the visitor after the invitation "Timed Out", it is more likely that the invitation was actually rejected first.

The reason it appears to have been rejected after it timed is because the the status stamp displays what is happening on the operator's end. The invitation timed out on the operator's end before the message of "Rejected" could reach the operator.

This will likely occur in the following situations:

• When the visitor's location is a great distance from that of the operator's location (across countries or continents).
• When the visitor rejects the invitation near or at the same time that the invitation is set to time out.