The Chat Box Never Goes Offline

Troubleshooting errors in WP Live Chat Support

 


 

If the chat box never goes offline, please ensure you do the following checks before getting in touch with us:

 

  1. All Chat Agents are logged out
  2. You have cleared your Cache
  3. You have JavaScript Errors on your Page

 


 

1. All Chat Agents are logged out

Even if you are not accepting chats according to the dashboard, if any of your chat agents are logged in and are accepting chats in their Live Chat Dashboard, your chat window will still show as online. So if you have multiple chat agents and your chat window is not going offline as it should, see WordPress Dashboard → Live Chat → Settings → Agents.

If any of the agents are showing as Online, contact them and ask them to set their Live Chat Dashboard toggle to You are not accepting chats.

 


 

2. You have cleared your Cache

If you are using a caching plugin on your site or your web host provides any type of server-side caching, we recommend that the plugin folders /wp-live-chat-support/ and /wp-live-chat-support-pro/ be excluded from the cache. Once that has been done, clear your cache and see if the problem has cleared up.

 


 

3. You have JavaScript Errors on your Page

Use this WordPress tutorial to help identify JavaScript errors on your website’s front-end. See: http://codex.wordpress.org/Using_Your_Browser_to_Diagnose_JavaScript_Errors#Chrome

 

If there are in fact javaScript errors on your page, this could cause WP Live Chat Support to not function correctly. By reading the JavaScript error, you may be able to determine which plugin is causing the error. Test by disabling the problematic plugin and checking whether that fixes the problem.

 


 

If the above does not assist in solving your query, please get in touch.