Troubleshooting: why does our chat button show offline even when we have agents online?

Issue

We are using Comm100 Live Chat on our website. However, recently, I have noticed that our chat button shows offline even when we have several agents online. I refreshed the webpage but there are no differences. Why?

Cause

You have routed your chat button to a specified department/agents. In this case, your chat button appears online ONLY WHEN the specified department/agent is online.

Solution

Log into your account and disable the feature of Route chat requests to a specified agent.

Step by Step Instructions

1. Go to the Live Chat module;

   

2. Click Campaign from the left main list;

   

3. Click Routing Rules and deselect the option of Route chat requests to a specified agent;

   Note: If you have multiple campaigns, please first select the campaign you’re using from the top right screen.

   

Now that you’ve disabled the function of Route chat requests to a specified agent, your chat button will show online when any agents are online.