Why is My Chat Button Offline When My Agents Are Online?

February 28th, 2019 | Troubleshooting FAQ
Issue you’re experiencing

Chat button on my website appears offline even though my agents are logged in.

Potential Cause
  1. The routing rules you have enabled are trying to route chats to an agent who is currently offline.
  2. Chats are being routed to a department and agents that are online are not members of that department
Possible Solution
  1. 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.
  2. 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.
Be the 1st to vote.