overlord207

I had to use chat on my return flight from EWR->SEA when the inflight gogo wifi pass did not allow me to login. I don't believe it was with an AS rep but it was nonetheless a good experience.
They provided a code for the duration of the flight so that they could fix my login offline instead.

beckoa

Finally had luck applying a GGUC to an existing reservation tonight. Tried earlier in the week without luck.

Thanks AS ^ A solid improvement! And will help out when I'm overseas and inflight (when phone calls are either limited/difficult or very expensive).

Snowdevil

The SMS and Web Chat feature are now integrated into the same system the agents use to take inbound calls, and one feature that was added is the "your chat session has ended" text message, where you previously didn't receive one under our older system that was in place until late June. I'm guessing you encountered a troublesome glitch we're still working on with our vendor, where SMS messages from Verizon or T-Mobile users that are greater than 160 characters, due to the way these mobile carriers' aggregators work, are interpreted as unique messages of 160 characters or less and are routed to separate agents.

So, a single 400 character inbound text message would be "broken" and see characters 1-160 go to agent A, 161-320 go to agent B, and 321-400 goes to agent C.

This only impacts SMS Chats, not Web Chats, and only those over 160 characters from Verizon or T-Mobile users. A fix is definitely in the works, however. Pardon our dust!

DrAlex

Also apparently Google Fi customers (but I may have been on a T-Mobile connection since they buy tower time).
That's very interesting, thanks for sharing! My first message was 205 characters, so that would fit. Interestingly, the third agent to jump in happened about midway through the SDC process and I hadn't had another message above 160 characters, FYI.

dliesse

Just for the record, I still have a 100% record in the web chat NOT being available. Would much prefer that to having to type on my phone keypad (too much fat-fingering!).

beckoa

I tried the text system with no success.

And I haven't seen chat available recently as well...

Snowdevil

Due to some unexpected issues, the Web Chat offering is still "throttled" to 50% of visitors, but this will be remedied in the coming week or two.

Snowdevil

Can you tell me when that was? We had a network outage that impacted our ability to process chat interactions, but it has since been restored.

NoLaGent

"throttled" to 50%? That seems dubious to me, when the Contact page says this:

Nurse Traveler

I just used the SMS to split a PNR and move half of my party to Premium. Was smooth and easy (I did if from the gym and didn't have to take too much time out from what I was doing). While I'm disappointed that the Twitter team can't do much of this (I much prefer that medium), I am glad I don't have to pick up the phone.

Snowdevil

Yes, the chat offering is still throttled to be offered to only 50% of site visitors right now. We're scheduled to assess readiness early next week to make the final go/no-go decision to turn this up to a 100% offer rate.

PDXPremier

I get the same message...makes me wonder who the lucky 50% are that don't get this message With that said, I've found the text feature to be pretty helpful although I think it's at the expense of the Twitter team being less helpful in terms of the number of functions (beyond polite conversation like "have a great trip").

beckoa

The agent was unable to help; referred me to reservations. So it wasn't a technical issue with messages not going through.

DrAlex

I had gotten shut out until tonight when I tried. Of course, I don't actually need anything tonight 😂.

Conflipper

I used the SMS today to cancel a reservation I had. It would not let me do it online so I hit up the Chat and they had it cancel within minutes. It was painless and quite easy.