Offline chat box

  • Resolved andreeacob

    (@andreeacob)


    3 years, 6 months ago

    Hello! I”m having some troubles with my chat box which is appearing always as we are offline, even though our agent is online, and the working hours are set properly.The working hours are from 9am to 5pm, and the chat box appears always offline. So all our customers messages are getting to us as offline messages. All the settings were done properly, I don”t understand what I”ve done wrong. Can you help me out, please?

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support wpdev3cx

    (@wpdev3cx)

    Hi @andreeacob ,
    I checked your website now and the plugin seems to be online. Please keep in mind that if you have enabled any plugin for html caching and the business hours it may cause issues like the described. We are working on that and a fix will be part of our upcoming releases.

    Thread Starter andreeacob

    (@andreeacob)

    Hello, and thank you for your reply. I dont know how it appears online to you, form me it is still offline now, with the red dot, and I did tests with different colleagues, and it is offline also for them. I also disabled: Configure the times that chat should be available,so it is always online, without working hours, but it is still the same.

    Plugin Support wpdev3cx

    (@wpdev3cx)

    Hi @andreeacob ,
    please check the following
    1) The WordPress timezone is configured as the visitor’s computer. Otherwise you have to be sure that the operating hours are configured properly to be available the chat on server’s timezone (see the server’s current time below the operating hours table).
    2) Also try to access the site from incognito mode browser after your changes in settings to be sure that there is no cached elements on browser.

    Thread Starter andreeacob

    (@andreeacob)

    Hi! I checked the timezone and everything. I did not do anything in particular and now it is online again, I don t know for how long. The problem is also that everytime I get a message from a customer, It does not always appear in my live chat tab, so I don t know how to continue the chat. The live chat is empty, even though the messages appear in the chat history.Don t know, something is not clicking. Also, the customers are saying that they have to be logged in our website in order to send us a message.Why isn t it possible without being logged in?

    Plugin Support wpdev3cx

    (@wpdev3cx)

    Hi @andreeacob ,
    I’m answering you below about each of your issues.

    1. About not arriving chats in agent’s chatbox, there is a known issue which will be fixed with our next release. If you have opened many tabs/windows of the wordpress admin only the last opened is getting the chats and messages and if you close the last opened then no other tab/window will receive the chat messages till refresh.
    2. About the logged in users, maybe you have checked the related setting (Settings> Chat box> Chat box for logged in users only)
    3. About the offline form issue please send us an email to [email protected] in order to proceed with further investigation of your installation.
Viewing 5 replies - 1 through 5 (of 5 total)
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