Live chat

If you have a stuck ringing chat that agents cannot pick up and Answer button is not working, it may be fixed from agent panel. - First, we need to find out the conversationid of the stuck ringing chat. This can be found in Browser Tools (F12) -> Network. - Search for request to index.php and open Preview tab - The stuck ringing chat is usually one of the last ones (2nd on the screenshot) - Copy the conversationid (pe9vgnzd on the screenshot) - And open the ticket in agent panel (by addi...

In case of online button (https://www.liveagent.com/features/real-time-chat/) we recommend to: 1. Check if agents from department where is the button pointed are available for chat. 2. Use firebug (https://getfirebug.com/) to check if the button is loaded successfully. 3. Check also max queue setting (https://support.liveagent.com/206037-Max-Queue-Length) in your button. In case of offline button we recommend to: 1. Check if "Do not show when unavailable" setting in butto...

If you have problems with your chat button (https://www.liveagent.com/features/real-time-chat/), there can be few reasons why it happens: - are you sure the chat button code is correct? in case you re-installed your application the new button ID may differ from the old one - if you opened your website first and then logged into Live Agent, you have to refresh the website first to see changes - are you sure you can operate live chat in department the button is for? - if you are the only one w...

Sometimes you may experience, that a contact button (https://www.liveagent.com/features/contact-forms/) in Mozilla Firefox or Google Chrome looks on your page exactly as you wish to, but when you check the page with Internet Explorer, the button is at a totally different position and may be even trimmed. This issue occurs usually on pages designed using the quirks mode (https://en.wikipedia.org/wiki/Quirks_mode) technique regarding the compatibility with older browsers. How to find out i...

In case your chat button (or any other contact widget) is not loading, it is a good practice to check your browser console to see what is happening. In case you can see a response saying "Request is not correctly encoded" the problem is at your site. Most probably you are using a prototype.js library which is old and it conflicts with LiveAgent javascript functions. The exact problem is that the old library is adding extra quotation marks to request parameters which causes JSON format not wo...

If you're using Thrivecart and inserting LiveAgent button integration code as tracking codes, the tracking codes are enclosed in a <div> element with opacity set to 0, therefore they are invisible. LiveAgent integration code places the button HTML code right next to the integration code, so the button is also invisible. There is a simple solution to this problem, by using this slightly modified integration javascript code: <script type="text/javascript"> (function(d, src, c) { va...