External Users unable to respond

Occasional Visitor

Started to see a message today "Due to an org policy change, you can enjoy a richer chat and calling experience. Continue your conversation here." We did not make a policy change.

Once I click "Continue", I am brought to the original chat with my external user. I am able to send messages to them but they are unable to send messages back. When they try to send messages back, they get an error of "The user is unavailable or offline. We've sent an email instead."

If the external user is in a group chat, they are able to receive and send messages.

1 Reply
We had a user receive the "Due to an org policy change, you can enjoy a richer chat and calling experience. Continue your conversation here." error while attempting to chat with an external contact today. Was working prior to today and we made no changes.