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

April 9th, 2018 | Troubleshooting FAQ


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?


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.


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;

    Live Chat Module
  2. Click Campaign from the left menu bar.
    Live Chat Campaign Main Menu
  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.

    Route Chat to Agent or Department

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.