Live chats not showing on dashboard

ghost666 · 2018-07-10 13:34:38

We recently updated and now the chats don't seem to be triggering the notifications and also they are not showing on the agents dashboard the chat itself can be viewed in the chat list so it's being received but not being assigned to any agent which i know was all configured.

PeopleInside · 2018-07-10 13:37:08

Hi ghost666,
welcome on the live helper chat forum !

Thank you for your post, i am sorry to read about issues after an upgrade. Is always important made a full backup (database and folder) before do any edits / upgrade.
You recently downloaded the last version from https://livehelperchat.com/article/static/5 ? When you downloaded it?

ghost666 · 2018-07-10 13:37:44

it was via cpanel using the auto installers. I'm on version 2.96

Last edited by ghost666 (2018-07-10 13:40:09)

PeopleInside · 2018-07-10 13:40:27

When was done?
You can try to upgrade to the last GitHub version https://livehelperchat.com/article/static/5

As you can find here: https://forum.livehelperchat.com/viewtopic.php?id=3053 some issue has been fixed, maybe the packange you installed is not fully updated with last fix?

ghost666 · 2018-07-10 13:43:20

I can see this is my issue exactly, however I don't have any skill to update it manually i can ask my hosting to do it. I used installatron. would manual update not break anything. Im more than happy to update it i just need to know if is safe to do so?

Last edited by ghost666 (2018-07-10 13:44:34)

PeopleInside · 2018-07-10 13:48:53

I understand that after upgrade your install is already broken, do you have a backup? Do you made a backup before upgrade?
I do not know how to help about this, i can only suggest to try to upgrade manually following tutorial. How to do? just replace the 7 folders by FTP

Download most recent LHC version. Overwrite doc,ezcomponents,lib,modules,pos,translations,design folders.
I cannot grant nothing.

Last GitHub version should work just fine, if you upgrade by using Cpanel and you are a customer of Cpanel you can try to ask to your support.

PeopleInside · 2018-07-10 13:51:44

After update the right folder you need check on settings, version if there are database update.

ghost666 · 2018-07-10 13:52:07

ok ill do this now smile

ghost666 · 2018-07-10 14:34:20

thanks for the help all the chats showing now, i dont know what effect this will have on my installatron but its working for now and i have working backup incase of future issue.

ghost666 · 2018-07-10 14:37:18

just on the off chance you wouldn't know how to keep the chat in the bottom window rather than a popup when clicked..

PeopleInside · 2018-07-10 15:42:47

just on the off chance you wouldn't know how to keep the chat in the bottom window rather than a popup when clicked..

I cannot understand well this. When you generate widget embed code you can decide "On a mouse click show the page widget" , if this is checked the widget should open the widget when clicked.

thanks for the help all the chats showing now, i dont know what effect this will have on my installatron but its working for now and i have working backup incase of future issue.

Happy to know the issue is now fixed cool

ghost666 · 2018-07-11 12:47:48

the problem i have is it does not stay as widget it then turns into a new window/pop out we just want to keep it as a widget

PeopleInside · 2018-07-11 12:59:58

Have you followed the suggestion on generating Embed code with the option of show widget checked?

ghost666 · 2018-07-11 13:31:18

yes smile i left it checked and un checked and both instances allow the widget to jump out to a popup? smile

PeopleInside · 2018-07-11 14:01:19

What version of LHC are you using?
Can you share the URL where the widget is visible?

Have you tried to re-generate Embed code by checking the option provided?
Seems very strange what you are reporting.

ghost666 · 2018-07-16 15:10:14

i will share the link very shortly, however I'm noticing that I created another 2 departments and have 3 in total now but on chat request the chat is sent to the admin account and not the 2 operator departments before my admin account. I have priority 3 which means dept 1 and 2 have priority 1 and 2 so they should have the chat request before me i have it set to time out and send to next dept if no answer for 10 seconds but the chats are being sent to me (level 3) without any logic applying first.

PeopleInside · 2018-07-16 15:45:26

Please do not post link without an authorization from the chat owner. Thank you.

ghost666 · 2018-07-16 15:49:49

its ok i am the chat owner, however im still stuck with my department issue.

PeopleInside · 2018-07-16 16:20:58

Hi ghost666, sorry i confused my reply.
You can of course post the link i requested, i confused my answer with another topic.

Waiting news from you.

ghost666 · 2018-07-16 16:22:28

its totalc_ards.net remove the underscore

PeopleInside · 2018-07-16 16:23:07

ghost666 wrote:

i will share the link very shortly, however I'm noticing that I created another 2 departments and have 3 in total now but on chat request the chat is sent to the admin account and not the 2 operator departments before my admin account. I have priority 3 which means dept 1 and 2 have priority 1 and 2 so they should have the chat request before me i have it set to time out and send to next dept if no answer for 10 seconds but the chats are being sent to me (level 3) without any logic applying first.

Are you using round robin/automatic chats assignment workflow?
You can check the guide: https://livehelperchat.com/how-to-setup … -322a.html

PeopleInside · 2018-07-16 16:25:04

I am checking the website, you are not using a widget chat and link for start a chat never indicate any department, just the default.

PeopleInside · 2018-07-16 16:28:05

I see there are present embed code but is this Embed code working?
Seems not.

Seems you added a link on your theme that open the chat in a new window.
You are not showing any widget on your site also code pasted on https://htmledit.squarefree.com/ doesn't show the widget. Issue seems to be on your Embed code.

PeopleInside · 2018-07-16 16:42:52

Thank you for accept the chat invitation.

1. The Embed code in your website is not working, i tested and seems to be not correct.
2. Embed widget generated from your LHC panel is working but you have X-Frame Option limitation so you need read this FAQ: https://forum.livehelperchat.com/viewtopic.php?id=2195

PeopleInside · 2018-07-16 16:51:55

You will need to replace your Embed code with a working one than fix X Frame options on your server.
If you have issue with department i cannot assist directly with this, you can look here: https://forum.livehelperchat.com/viewtopic.php?id=2255

Announcement

#1 2018-07-10 13:34:38

Live chats not showing on dashboard

#2 2018-07-10 13:37:08

Re: Live chats not showing on dashboard

#3 2018-07-10 13:37:44

Re: Live chats not showing on dashboard

#4 2018-07-10 13:40:27

Re: Live chats not showing on dashboard

#5 2018-07-10 13:43:20

Re: Live chats not showing on dashboard

#6 2018-07-10 13:48:53

Re: Live chats not showing on dashboard

#7 2018-07-10 13:51:44

Re: Live chats not showing on dashboard

#8 2018-07-10 13:52:07

Re: Live chats not showing on dashboard

#9 2018-07-10 14:34:20

Re: Live chats not showing on dashboard

#10 2018-07-10 14:37:18

Re: Live chats not showing on dashboard

#11 2018-07-10 15:42:47

Re: Live chats not showing on dashboard

#12 2018-07-11 12:47:48

Re: Live chats not showing on dashboard

#13 2018-07-11 12:59:58

Re: Live chats not showing on dashboard

#14 2018-07-11 13:31:18

Re: Live chats not showing on dashboard

#15 2018-07-11 14:01:19

Re: Live chats not showing on dashboard

#16 2018-07-16 15:10:14

Re: Live chats not showing on dashboard

#17 2018-07-16 15:45:26

Re: Live chats not showing on dashboard

#18 2018-07-16 15:49:49

Re: Live chats not showing on dashboard

#19 2018-07-16 16:20:58

Re: Live chats not showing on dashboard

#20 2018-07-16 16:22:28

Re: Live chats not showing on dashboard

#21 2018-07-16 16:23:07

Re: Live chats not showing on dashboard

#22 2018-07-16 16:25:04

Re: Live chats not showing on dashboard

#23 2018-07-16 16:28:05

Re: Live chats not showing on dashboard

#24 2018-07-16 16:42:52

Re: Live chats not showing on dashboard

#25 2018-07-16 16:51:55

Re: Live chats not showing on dashboard

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