Can not find messages left when operator offline

tea · 2016-03-29 19:05:01

Hello,

I am unable to find where are the messages customers left for me when I was offline. I neither get any email notifications not any reminders when I log in back again. Any help? Thanks!

PeopleInside · 2016-03-29 19:16:10

Hi tea,
for support better you I need the link where the chat widget should be visible.

Maybe you missed to put the Embed code or there are mistakes if you cannot find ( I cannot understand what mean can not find message left when operator offline) I suppose you maean widget of the chat are no visible if the operator is offline.
In this case you have generated wrong Embed code because you selected to not show widget if operator are offline.

You have to regenerate Embed code and be carefull to the option you choose to activate or you don't choose to activate.
Thanks!

tea · 2016-03-29 19:33:09

Hi Marco,

Thank you so much for responding me quickly! I think I did not explain clearly in my last thread. The widget is visible all the time and functions very well.

What makes me confused is: When a customer views my website and I am online, she or he can chat with me through LiveHelperChat. However, when I am offline, the customer can not chat me, so that she or he can only leave messages to me through LiveHelperChat. My problem is I was unable to find the messages that customers left for me when I was offline.

Is there a place that contains those messages? Please let me know. Thank you so much!

PeopleInside · 2016-03-29 19:40:06

Hi tea,
there are no message printed in the chat when visitor goes offline. A message is showed but is hidden after small time, that's bad, I know but you can understand if the visitor still online or not from the visitor tab where there are green icon if is online and grey if has left the conversation.

mmmm but there are aso a message visible message.

Screen 1

Screen 2

tea · 2016-03-29 19:54:44

Hi Macro,

Thanks, I think I still did not fully explained my question.

My question is: I am the administrator who is going to answer questions. Now I did not log in to LivehelperChat, but a customer left a message to me using LiveHelperChat. Where is the message? How can I find it and answer it?

Thanks for your help again : )

PeopleInside · 2016-03-29 19:57:04

You will receive the offline message only to your email address of the department where the message has been sent.
You will not find the offline message in the Live Helper Chat. Is sent as email.

tea · 2016-03-29 20:10:49

Hi Marco,

Thanks for guiding me to find the place that contains the messages.

But I did not get any email from the email address of the department.

The LivechatHelper's database has a form called lh_users, and it contains a user (me) and my email address. But the email address never gets any emails when offline messages are left.

Would you help me figure out why? Thanks~

PeopleInside · 2016-03-29 20:24:59

Hi tea,
the email used for the offline message is the email setup in the department and not operator email as when operators are offline where LHC should send email? To the department where user choose to leave the message... so by opening and editing department you will find the email addreses.

If you don't receive message when chat is offline I think your email settings in LHC is not setup correctly and maybe emails goes into SPAM or not arrive at all.
For fix this you need to go on settings, system, mail settings.

Here put your from email in the field Sender address, Default from e-mail address (same value) and desidered default sender name, after that click on SMTP tab.
Here I suggest to enable SMTP enabled check box and compile correctly the field.

Login: your email address (same to Sender address, Default from e-mail address ), the password and the host.
For gmail host to put is:
ssl://smtp.gmail.com and port 465

after done all please save and press test button... for check if you are able to receive test email.

tea · 2016-03-29 20:42:29

Hi Macro,

Great! Thank you so much for answering with so many details!! I will follow what you said step by step and reset up my email.

Many thanks again!!

PeopleInside · 2016-03-29 20:53:38

Ok tea smile I hope this can fix your issue.
Feel free to let me know here if all is solved when you have completed.
tongue

tea · 2016-03-29 21:58:46

Hi Marco,

The email works! Your answer solved my problem and perfectly fixed the issue. Thanks again!!

PeopleInside · 2016-03-29 22:20:24

Happy to hear that!
Thank you for the positive feedback!

We have solved.

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#1 2016-03-29 19:05:01

Can not find messages left when operator offline

#2 2016-03-29 19:16:10

Re: Can not find messages left when operator offline

#3 2016-03-29 19:33:09

Re: Can not find messages left when operator offline

#4 2016-03-29 19:40:06

Re: Can not find messages left when operator offline

#5 2016-03-29 19:54:44

Re: Can not find messages left when operator offline

#6 2016-03-29 19:57:04

Re: Can not find messages left when operator offline

#7 2016-03-29 20:10:49

Re: Can not find messages left when operator offline

#8 2016-03-29 20:24:59

Re: Can not find messages left when operator offline

#9 2016-03-29 20:42:29

Re: Can not find messages left when operator offline

#10 2016-03-29 20:53:38

Re: Can not find messages left when operator offline

#11 2016-03-29 21:58:46

Re: Can not find messages left when operator offline

#12 2016-03-29 22:20:24

Re: Can not find messages left when operator offline

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