Why is my chat widget showing offline??
Richard is a Sales Executive of leading online shopping website.
On a fine Monday morning, Richard was about to begin his work and
finds the chat widget offline on his website. Richard started
wondering why???
Do
you face the same problem? Here are some common
reasons why your chat widget goes offline on
your website. Get familiar and expertise in
SalesIQ.
- Activated Business Hours
- Logged in to Zoho CRM instead of Zoho SalesIQ
- Status is set to “Busy”
- Turned on the ”Treat idle operators as offline”
- Reaching the Concurrent
Chat Limit (Engaged)
- User not associated in the
Department
In Settings -> Company ->
Business Hours, you may have enabled the business hours, if you
login to your SalesIQ after the configured working hours then
your chat widget will be offline on your website. You may have
activated the wrong business hours too.
Note: Enabling the "Hide Chat Widget
Outside Business Hours" option, will hide the chat widget
after business hours from your website.
Timezone:
If you find the
chat widget offline even during business hours, then
check the timezone selected in the Settings ->
Company -> Timezone option. The Business hours
will not be calculated by your computer timezone, it is
calculated based on the timezone configured on your Zoho
SalesIQ. So, if the timezone is not configured properly then
the chat widget will go offline.
Double check your
login. You might have logged into Zoho CRM, instead
of Zoho SalesIQ operator console. Even if you have
integrated with Zoho CRM, the live chat code will not work if
you login to Zoho CRM alone and your chat widget will be
offline.
The chat widget will work only when you
log in to your Zoho SalesIQ account. Log into Zoho SalesIQ
Check your status,
if your status is set as “Busy” then the chat widget
will go offline. Set your status as available
always.
Example: If you are the only operator to attend the website
visitors and you have set your status as
busy, then the chat widget will go offline. If you
set your status as Busy, and there are other operators who are in 'Available' status, then the chat
widget will not go Offline.
In Settings -> Portal Settings
-> 'Treat idle operators as offline' option may be
enabled. If your status is idle then the chat widget might go
offline. The status will turn idle, when there is no activity
found until the time configured in the "Set user idle time" option.
Example: If you are the only user to attend the
visitor and activated the "Treat Idle Operators as
Offline" then your website chat widget will go
offline when your status turns Idle.
In Settings -> Portal Settings
-> Concurrent Chat limit, check the count of your concurrent
chat limit. When it reaches the maximum limit, and no other user
is available to attend the visitors, then the chat widget will
go offline.
Note: The chat widget will go offline only
when all the user's concurrent chat limit is
exceeded, else the chat widget will be online and the chats will
be routed to the available operators.
Check if the logged in user is
associated with the website's department. In Settings
-> Departments, select the particular
department name, and add the user in the
'Associated operators' list.
Visit our User Guide to learn more about Zoho SalesIQ. If you have any
further questions on this topic, please feel free to
contact us.
Thanks,
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