Automatic offline when no operators are online not working

fclage · 2015-12-11 19:04:01

Hi

I've installed and configured LHC on my company's website.
It's working great, and has a lot of features, including the ability to specify working hours (in our case 09h00 - 18h30 GMT) and days (monday-friday), departments, users, etc... Exactly what we were searching for.

However, I think there is a bug in the LHC system when I specifically say that the chat is not to be enabled when there are no operators online...
With that option enabled (including in the javascript widget code) it still shows up when no operators are online (even tested with all PC's turned off just to be sure).

Right now there are 5 users, but only 2 of them are associated with the department that handles the chat requests. The other 3 are offline/invisible and associated with different departments.

The LHC chat is installed in http://loja.informador.pt/

Can you help?
You can reply back to ***.pt

Thank you

PeopleInside · 2015-12-11 19:09:03

Hi fclage,
thank you for your detailed and complete topic.
Everyone have to learn to post as you!

Maybe IT'S NOT A BUG, Maybe you have setup LHC to ignore status of user and respect only working hours.
Please check:
https://livehelperchat.com/how-to-setup … -316a.html

Live Helper Chat Documentation wrote:

You have to go to chat configration, Misc and at the bottom you will find "Ignore users online statuses and use departments online hours"

check is not checked, in your case.

fclage · 2015-12-13 17:31:57

Live Helper Chat Documentation wrote:
You have to go to chat configration, Misc and at the bottom you will find "Ignore users online statuses and use departments online hours"
check is not checked, in your case.

Thanks for your reply Marco.

But that option was already unchecked, so it isn't that.
I think I managed to solve it by removing the department working hours... it seems that this is the configuration that forces the chat to be active even thought there are no online operators...

Correct me if I'm wrong, but it seems that the chat visibility condition is set to (among other conditions):
1) Department working hours/status
2) Operator(s) online status
but instead of disabling the chat when one of the conditions isn't met (ex. when there is no operator online to answer even when it's within department working hours),
it seems that the chat is only disabled when all of the conditions are not met (ex. after hours and all operators offline).

Basically, it's doing a "OR" of these two conditions, instead of "AND" to decide whether or not to display the chat.

PeopleInside · 2015-12-13 17:42:06

I don't know. I see also this page of documentation:
https://livehelperchat.com/i-m-offline- … -331a.html

If you are able to solve the issue it's ok, otherwise let me know, you can try to reach me at online chat by the link in my sign here in the forum so I can try to look better to the issue with you for free.
Maybe yes if work hours is active live chat is active in the open working time. This is why i suppose you see the chat online when all are offline.

PeopleInside · 2015-12-14 11:32:53

Hi fclage,
if you go in your client website and click on the chat icon when chat is online than you open a pop up chat you will see at the left bottom the copyright link continue to point to livehelperchat.com - you can change this in settings > live help configuration > widget theme (here edit or create theme) and than put the right URL in the site URL.

Announcement

#1 2015-12-11 19:04:01

Automatic offline when no operators are online not working

#2 2015-12-11 19:09:03

Re: Automatic offline when no operators are online not working

#3 2015-12-13 17:31:57

Re: Automatic offline when no operators are online not working

#4 2015-12-13 17:42:06

Re: Automatic offline when no operators are online not working

#5 2015-12-14 11:32:53

Re: Automatic offline when no operators are online not working

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