In a worst-case scenario, our fulfillment server crashes or there is some sort of error with the rocket.chat API that prevents us from triggering the next event. Thus, leaving the user with a disabled input and no way out.
Add a configuration setting for livechat to re-enable input after X minutes, or trigger some sort of event that allows the user to continue, or be handed off to a new department
In a worst-case scenario, our fulfillment server crashes or there is some sort of error with the rocket.chat API that prevents us from triggering the next event. Thus, leaving the user with a disabled input and no way out.
Add a configuration setting for livechat to re-enable input after X minutes, or trigger some sort of event that allows the user to continue, or be handed off to a new department