“close” button in chat window does not work, only minimize does

  • In the top right corner of the chat window, we have a “minimize” (arrow down) button and a close (x) button right next to it. The close button does not work however, it just disappears when pressed. The minimize button works and minimizes the chat window to show only the chat icon.

    How can we get rid of the “fake” close button?

    Using WP-Live Chat by 3CX 8.1.4 with OnPremise mode, WordPress 5.3

    Note, the “x” button on the chat icon (not in chat window) is working like minimize as it should be.

    The page I need help with: [log in to see the link]

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Author wp3cx

    (@wp3cx)

    Hi w-sky,

    The X button in the top right corner is to end a chat whereas the X button in the chat bubble is to open/close the chatbox.

    Can you confirm that clicking the [X] in the top right corner ends the chat? You will see a relevant message in the chatbox that the chat has ended.

    Thread Starter w-sky

    (@w-sky)

    Hi there, no unfortunately I can not confirm. The button disappears, nothing else is happening. The chat is still active.

    Only the close chat button in the agent’s chat window will close the chat.

    Plugin Author wp3cx

    (@wp3cx)

    Hi w-sky,

    It should be working so let’s take a few steps to troubleshoot:

    1. Could you post a screenshot of the chatbox after you clicked on the X button?
    2. Which chat mode are you using? On-Premise or Cloud?
    3. Do you see any errors in your browser’s console? (Press F12 Button)

    Plugin Author wordpress3cx

    (@wordpress3cx)

    Hello @w-sky, be sure to use latest version of our plugin. Also please check your JS console for errors and please report here. Close button is correctly ending the chat, so probably there’s a conflict on your website, let’s investigate.

    Are you using on premise or cloud server? Settings -> Advanced Features -> Select your chat server

    Thread Starter w-sky

    (@w-sky)

    Hello, we are using version 8.1.5 since today. Server mode is On-Premise.

    There is indeed an error message in the console when the close button is clicked:

    jquery-migrate.min.js?ver=1.4.1:2 JQMIGRATE: Migrate is installed, version 1.4.1
jquery.js?ver=1.12.4-wp:4 POST https://www.mein-cbd.de/wp-json/wp_live_chat_support/v1/end_chat?nocache=1576599475789 401
send @ jquery.js?ver=1.12.4-wp:4
ajax @ jquery.js?ver=1.12.4-wp:4
wplc_rest_api @ wplc_server.js?ver=8.1.5:323
(anonymous) @ wplc_u.js?ver=8.1.5:272
dispatch @ jquery.js?ver=1.12.4-wp:3
r.handle @ jquery.js?ver=1.12.4-wp:3

    Nothing else is happening except that the close button disappears. No message is sent to the agent and the chat can continue.

    Note, our agents can close the chat, this part is working fine. The user will see a message and the chat can not continue.

    Plugin Author wordpress3cx

    (@wordpress3cx)

    Hello @w-sky, from what we see in this log, it seems that REST request ‘end_chat’ is refused as non authenticated: this is quite strange. Messages are using same REST API and they work normally in your environment.

    We think that something is interfering with end_chat request.

    Are you using some cache plugin?
    What happens if user reloads the page? Chatbox is still opened and working or it’s closed?

    We’ll try to reproduce this behavior in our test environment.

    Side note: can you check who is using jquery-migrate.min.js ? That’s a pretty old script and should be not necessary for new themes and plugins.

    Thread Starter w-sky

    (@w-sky)

    Hello, thanks for checking this out!

    No, we are not using a cache plugin. Also OPCache on the server is not active for this site.
    When the user reloads the page, the chatbox will open again and the chat can continue. Regardless if the user has clicked the close chat button.

    We are using the theme ?Virtue Premium“ from Kadence WP and WooCommerce on this website.

    Plugin Author wordpress3cx

    (@wordpress3cx)

    Hello @w-sky,
    thanks for your test. This confirms end_chat REST API request is blocked for some reason on your environment. We’re trying to reproduce in our test environment.

Viewing 8 replies - 1 through 8 (of 8 total)
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