Not receiving any incoming chat requests? Here are four possible solutions.
After a fantastic weekend, you return to work, expecting outstanding sales, new deals, and lots of customer engagement. Instead, you get no incoming chat notifications. Wondering what went wrong? If you're facing a similar problem, here are few solutions that might solve this problem and help extend your support to your users without any hassle.
1. Operators not associated with website department:
You must associate websites and operators with the same department to enable your operators to track, engage, and pick up an incoming chat requests from your visitors.
Associate Operators to the department:
- To associate an operator to the website department, navigate to Settings > Departments, and select the department. Under Associated operators, you can view all the operators related to the department.
- To add an operator, click on the + icon next to the operators' images, now select the operators you want to associate with the department.
Associate website to the department:
- To associate a website with a department, navigate to Settings > Websites > Your website > Live chat widget > Chat window > Configurations, scroll down the Choose a specific department to assign chats, select the department you want to associate the website with, and click Update.
2. Operators' availability is turned off:
To Ensure that operators' are available to chat, navigate to Settings > Operators, select the required operator, click Edit profile on the top right corner, and check the Available for chat option.
3. Operators Concurrent chat limit is reached:
The concurrent chat limit defines the number of chat the operators' can have simultaneously. Upon reaching this number, the operator's status will be converted to engaged. The operator will not receive any incoming chat request from the visitor until an ongoing chat ends.
If you have a limited number of operators in your company, you can set the concurrent chat limit to unlimited to ensure that no incoming chat request goes unattended.
4. Turn off Treat Idle operators as offline option is enabled:
Due to a restriction placed in modern browsers, if an operator is inactive for a particular period, the browser will automatically change the operator's status as idle, and they might not receive any incoming chat request.
- To ensure that an operator receives all the requests even if their status is set to idle, navigate to Settings > Portal settings, scroll down to Operator Availability configurations, and turn off the Treat idle operators as an offline option.
Regards,
Naveen
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