Sign in

Handle a failed live chat send and resend the message

When persisting an outbound message or its attachment genuinely fails (not merely "visitor not currently connected"), the operator sees the failure and can resend — the same generic mechanism every channel uses.

When this happens: A send attempt fails.

Step by step

  1. 1

    Attaches a file and sends it.

    The malware scan step rejects the file. EasyCRM marks the Message.DeliveryStatus = Failed with the error, visible inline in the conversation — no silent failure.

  2. 2

    Click Resend after replacing the attachment.

    EasyCRM creates a new Message with RetryOfMessageId pointing at the failed one and re-runs the send path.

Other paths

Visitor simply not connected

No active visitor hub connection exists. The message stays Sent, not Failed — it is delivered on the visitor's next reconnect (UC-22.14 ); no resend action is needed or offered.

Good to know

  • Failed messages are excluded from valid-response KPIs. (FR-22-022, FR-08)
  • "Visitor not currently connected" is never conflated with a genuine send failure.