I wish I could change the title to ‘Chats do not appear until the page is refreshed’ as this isn’t just about alerts.
Agents are reporting that they have been logged in all day but receiving no alerts:
Report from an agent:
I have been on webchat all day today, this afternoon we had 6 logged in.
One of my colleagues happened to say he had 2 webchats on the go. I checked the page and it was showing none as did my colleagues. Only when I refreshed the page did it then show the 2 chats and notifications then popped up.
It appears that if you do not regularly refresh the page any new chats don’t show.
Hello? We are still having this issue can anybody help please?
Hi @stonks ,
may you provide us the following information?
1) Which version of the plugin do you have installed?
2) Which version of WordPress do you use?
3) Do you have a multisite WordPress installation?
4) What browser do your agents use?
5) Do your agents use to open multiple tabs with Live chat?
Thank you so much for responding.
1) Which version of the plugin do you have installed?
> 9.0.24
2) Which version of WordPress do you use?
> 5.5.3
3) Do you have a multisite WordPress installation?
> No
4) What browser do your agents use?
> Chrome
5) Do your agents use to open multiple tabs with Live chat?
> Only one tab
Also agents are using Windows 10 enterprise
thank you
Hi @stonks ,
please update the plugin to the latest version 9.1.2 and let us know if the issue remains.
Hi,
We have updated the plugin to the latest version, we are still experiencing the issues though.
I have added myself as an agent and I get email alerts, other agents do not get email alerts.
Sounds alerts work for me intermittently.
Chats do not appear in the Active Chats list until the page is refreshed.
Additionally this morning the offline chat window was displayed until I cleared the Kinsta cache.
many thanks
Hi @stonks ,
I’m answering below one by one about your issues.
I have added myself as an agent and I get email alerts, other agents do not get email alerts.
Email notifications about any new chat sends to WordPress Administrator email. It’s a known feature which needs improvement. In our upcoming releases it will be included.
Sounds alerts work for me intermittently.
I don’t completely understand the issue here , but I have to notice that in order to sound notifications be enabled in a web page it is necessary to have an interaction within the page due to browsers limitation. So you will get a notification only after the first click in page after the page load.
Chats do not appear in the Active Chats list until the page is refreshed.
We have reproduce a similar issue , it has to do with unstable internet connection or caching tools. A fix will be part of our upcoming releases also.
Additionally this morning the offline chat window was displayed until I cleared the Kinsta cache.
We are working on that, there are too many different cache solutions. It is probably an issue raised because of the usage of operating hours feature. If so and till a release with a fix it will be good if you are able to clean your site’s cache at the start of each operating time span.
Thank you that’s really useful info.
