Added another department, Chrome extension not getting notifications

ashland · 2017-05-22 15:02:39

Hi All,

Firstly, I must say a big thank you to Remdex for a great piece of software and for the support provided in these forums! smile

I have searched the forum pretty extensively and I dont think the same issue has been reported yet..

I installed and configured Live Helper Chat, initially with one department and a couple of agents using the Chrome extension.
This worked OK and the agents get the popup notification when a chat is started and the chat shows as Pending, as expected.

I then added another department (with the same settings).
The issue is that chat requests to the second (newer) department don't show up as Pending chat requests for the agents.

On the client side, the widget indicates that an operator is online and if one follows the usual process of filling out details and requesting a chat, it says waiting for an operator, then times out because there is no notification and no operator accepts the chat (I cant actually see any Pending chats to accept if I look for them in the chat extension!).

I first tried to create a new widget, then copied the (working) widget code as a test and just adjusted the domain and department number, this did not work either.

Checked my settings but cant see what Im doing wrong.
Hoping someone can give me a pointer where to look..

Thank you and regards.

PeopleInside · 2017-05-22 15:21:20

Hi ashland,
thank you for your detailed post and welcome in the live helper chat forum!
Thanks also for kinds words.

Chrome extension seems can create issue, see: https://forum.livehelperchat.com/viewtopic.php?id=2483 and maybe has not been updated recently since long time
so I do not suggest to use it also you do not need this as now browser are supporting notification.

First step to do is try without Chrome extension,
you need remove the Chrome extension than go on (live helper chat) settings, live helper configuration (tab), chat configuration, request notification permission.

Please also be sure the new department has been assigned to an operator.

ashland · 2017-05-22 19:27:33

Hi PeopleInside,

Thank you for your detailed reply!

I removed the Chrome extension as suggested (didn't know that the extension was not really recommended anymore).
I then logged in to the site_admin area using my operator username and followed your steps to request notification permission
(Note: I cleared the Notification and Popup settings manually in Chrome settings first, just to make sure).

Happy to report that this worked for me, I started a chat on the second site and I got the browser notification for the Pending chat smile
Looks like the Chrome extension was the issue.

PS: On another note, I know that the Mac client is not really supported and was contributed by someone in the community.
Just wanted to report that I successfully compiled QT5 on my Mac and got the Mac client to launch, but it gets stuck on the login settings screen.
The app opens, but when I complete the login details and URL, press the button to login, nothing happens. The screen just stays as-is.

What is interesting is that when I use the LHC Demo settings, it does connect and open the app.
Not sure what the deal is there. I guess the browser client is probably better anyway..

Thanks again for your help.

Regards.

PeopleInside · 2017-05-22 20:07:22

Thank you for your positive feedback. I will report issue about Chrome extension for be verified by the chat owner, however use native browser notification should be better,

PeopleInside · 2017-05-22 20:12:01

Maybe you can install Chrome extension again, if you need. Now chat will be notified by browser notification or you can choose to use simply that native notification smile
Remdex has told to me Chrome extension should not have issue. I never use it so I do not know smile

Announcement

#1 2017-05-22 15:02:39

Added another department, Chrome extension not getting notifications

#2 2017-05-22 15:21:20

Re: Added another department, Chrome extension not getting notifications

#3 2017-05-22 19:27:33

Re: Added another department, Chrome extension not getting notifications

#4 2017-05-22 20:07:22

Re: Added another department, Chrome extension not getting notifications

#5 2017-05-22 20:12:01

Re: Added another department, Chrome extension not getting notifications

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