Issue you’re experiencing
Chat button on my website appears offline even though my agents are logged in.
- The routing rules you have enabled are trying to route chats to an agent who is currently offline.
- Chats are being routed to a department and agents that are online are not members of that department
- From Campaign> Routing Rules check which Agent/Department the chat is being routed to. If a chat is set to route to an Agent, make sure he/she is online or change the chat assignee.
- If the chat is being routed to a Department , the online agents need to be a member of that department for the chat button to appear online. Under Settings > Departments you can check which departments agents are members of and make changes as needed.