Good morning, all, and Happy Monday.
In our webchats, customers are offered a series of options; they should click one to continue the flow. I am seeing instances where, instead of clicking one of the options, the customer types a message in the text box and presses the Send button. This seems to generate a system error message, “Something went wrong, please try again” and the chat from a customer point of view ends.
The message itself isn’t very helpful, but I can’t work out how to prevent this from happening. Has anyone else come across this? What are you doing to prevent it?
Regards.
Eanna