Support » Plugin: WP-Live Chat by 3CX » Offline Chat Forum

  • Resolved austpack



    We are having an issue with offline chat option.

    The offline chat form does not appear when we switch agents offline, I have read all the instructions for offline chat message and cannot find the issue.

    The chat box remains with statement “Standby for Agent…..”

    If someone can be of assistance.


Viewing 15 replies - 1 through 15 (of 17 total)
  • Plugin Author wordpress3cx


    Hello @austpack, this is a known issue, already fixed, under testing, together with several other fixes and improvements.
    Stay tuned for the new release!


    Plugin Author wordpress3cx


    Hello @austpack and @carlopompei, the issue you reported has been fixed in new version 8.1.3. Give us some feedback!


    I like the addition of the offline/online checkbox, we still have an issue when we are offline the chat icon just does not appear on our site – maybe something in the settings?

    When check online then it appears on our site.

    I have updated to latest version, I have logged out and back in again.

    I cleared browsing data in case something cached.

    Your assistance would be appreciated – thanks

    Plugin Author wordpress3cx


    Hello @austpack, check “Disable offline messages” option. If you disable offline messages and you’re offline, no icon is displayed.


    Thanks for try to assist with this.

    I have double checked it is unchecked and followed offline message instructions also saved settings in case it was unchecked but not committed (saved)( I can send you a screen shot unchecked).

    If I check the offline checkbox and it goes red then we don’t see any chat icon on site (I clear cache before checking) and definitely not receiving offline form.

    I am certain something in settings but i just cannot locate what it is.

    Appreciate your help

    Plugin Author wordpress3cx


    Hello @austpack, can you try these steps? Be sure to use a different browser/computer for agent and website visitor.

    First, uninstall the plugin, then reinstall latest version. This will clean up all settings and use defaults.

    Normal chat behavior
    1) Login to wordpress, go online with agent
    2) Reload website, click chat icon, start chat

    Offline chat behavior
    1) Login to wordpress, go offline with agent (agent count must be 0)
    2) Reload website, click chat icon, should see offline form

    Logout chat behavior
    1) Logout from wordpress. Ensure no one is logged in.
    2) Reload website, click chat icon, should see offline form

    Offline chat behavior and logout chat behavior must be exactly the same, this is the bug we fixed.

    Let us know!


    Thanks for this outline.

    Ok, I uninstalled the plugin, logged out of wordpress and cleared google browsing data.

    I logged in to wordpress installed plugin and activated.

    When agent online the chat icon shows therefore normal chat behaviour gets a tick.

    As soon as I switch agent offline and we get a 0 and re-load site there is no offline message form or chat icon. I then logged out of wordpress and again did not receive the offline form or chat icon.

    I did not change any settings at all.

    I am using desktop to manage wordpress and using my mobile as website visitor.

    After each attempt i clear my google browse history and then re-load on phone.

    I understood this is what was fixed and was excited to get this working, for some reason it’s not working on our site.

    Thanks for your time to help sort this out.

    Plugin Author wordpress3cx


    Hello @austpack, thanks for your patience and your feedback.

    Our test team rechecked this feature using your same environment, desktop for agent on wordpress and mobile for website visitor. The feature works properly. When agent switches from online to offline, it’s enough to refresh the page on mobile to see the offline message. Same, when agent goes back online, a simple page refresh brings the chat icon back with normal chat request. No need to clear browser cache or anything else.

    We’re pretty sure the issue is not in the plugin.

    Are you using some cache plugin or something else that might interfere with page content?


    Thanks for your help, if you have run tests and it works then you are right may not be the plugin.

    I am not how to check for a cache plugin, Any suggestions I where I can get some help?


    Plugin Author wordpress3cx


    Hello @austpack, as a start, post your wordpress plugin list. Also look for errors in JS console and PHP logs.

    I have de-activated the chat in the interim using another solution.

    Sorry i am not that tech savvy to look for errors other than pressing F12, that about it – any links would be helpful.

    Plugin list

    CMB2 will create metaboxes and forms with custom fields that will blow your mind.

    Version 2.6.0 | By CMB2 team | View details
    Select Contact Form 7
    Contact Form 7
    Settings | Deactivate
    Just another contact form plugin. Simple but flexible.

    Version 5.1.4 | By Takayuki Miyoshi | View details
    Select Contact Form Ready
    Contact Form Ready
    Extensions | Settings | Deactivate
    The easiest to use Contact Form plugin for WordPress with a drag and drop interface.

    Version 2.0.08 | By NickDuncan | View details |
    I would like to receive information on your latest updates, beta version and specials. I understand my information will be processed in terms of the GDPR, and I may wihtdraw it at any time.
    Select Google Analytics for WordPress by MonsterInsights
    Google Analytics for WordPress by MonsterInsights
    Settings | Support | Get MonsterInsights Pro | Documentation | Deactivate
    The best Google Analytics plugin for WordPress. See how visitors find and use your website, so you can keep them coming back.

    Version 7.9.0 | By MonsterInsights | View details
    There is a new version of Google Analytics for WordPress by MonsterInsights available. View version 7.10.0 details or update now.

    Select Kirki Customizer Framework
    Kirki Customizer Framework
    The Ultimate WordPress Customizer Framework

    Version 3.0.45 | By Ari Stathopoulos (@aristath) | View details
    Select Massive Addons for WPBakery Page Builder
    Massive Addons for WPBakery Page Builder
    Uber Extension for WPBakery Page Builder plugin.

    Version | By MassivePixelCreation | Visit plugin site
    Select Really Simple SSL
    Really Simple SSL
    Premium Support | Docs | Settings | Deactivate (revert to http)
    Lightweight plugin without any setup to make your site SSL proof

    Version 3.2.6 | By Rogier Lankhorst, Mark Wolters | View details
    Select Slider Revolution
    Slider Revolution
    Slider Revolution – Premium responsive slider

    Version 6.0.9 | By ThemePunch | Visit plugin site
    Activate Slider Revolution for Premium Benefits (e.g. Live Updates).

    Select W3 Total Cache
    W3 Total Cache
    Premium Support | Settings | Deactivate
    The highest rated and most complete WordPress performance plugin. Dramatically improve the speed and user experience of your site. Add browser, page, object and database caching as well as minify and content delivery network (CDN) to WordPress.

    Version 0.10.1 | By Frederick Townes | View details
    Select WP-Live Chat by 3CX
    WP-Live Chat by 3CX
    The easiest to use website live chat plugin. Let your visitors chat with you and increase sales conversion rates with WP-Live Chat by 3CX.

    Version 8.1.3 | By 3CX | View details
    Select WPBakery Page Builder
    WPBakery Page Builder
    Settings | Deactivate
    Drag and drop page builder for WordPress. Take full control over your WordPress site, build any layout you can imagine – no programming knowledge required.

    Version 6.0.5 | By Michael M – | Visit plugin site
    Select XStore Core
    XStore Core
    8theme Core Plugin for Xstore theme

    Version 1.5 | By 8theme | Visit plugin site
    Select Yoast SEO
    Yoast SEO
    FAQ | Premium Support | Settings | Deactivate
    The first true all-in-one SEO solution for WordPress, including on-page content analysis, XML sitemaps and much more.

    Version 12.4 | By Team Yoast | View details

    Here is the console – seems to be something in the chat code

    wplc_u.js?ver=8.1.3:122 Uncaught TypeError: Cannot read property ‘replace’ of undefined
    at Object.success (wplc_u.js?ver=8.1.3:122)
    at i (jquery.js?ver=1.12.4-wp:2)
    at Object.fireWith [as resolveWith] (jquery.js?ver=1.12.4-wp:2)
    at x (jquery.js?ver=1.12.4-wp:4)
    at XMLHttpRequest.c (jquery.js?ver=1.12.4-wp:4)

    Line 122 underlining in red from “.replace…..”

    Line 122 var wplc_cookie_name = jQuery(jQuery.parseHTML(response[‘cbox’])).find(“#wplc_name”).val().replace(/(<([^>]+)>)/ig, “”);
    Line 123 var wplc_cookie_email = jQuery(jQuery.parseHTML(response[‘cbox’])).find(“#wplc_email”).val().replace(/(<([^>]+)>)/ig, “”);

    Of course this may not be related to this error but here is what i see in console

    I de-activated other chat to try get this resolved and re-activated the plugin WP-Live Chat by 3CX

    I did some further testing

    The error was not present after installation of plugin
    Installation starts in online environment a tick in in checkbox and words online next to check box – i refresh website page ( and go to console the error above does not show

    I then unchecked box and switch to offline environment the words change to Offline and colour read and agent 0, I refresh website page and console shows error above.

    I then check box to switching to online environment again and error disappears on refresh from console.

    Sorry if this is a bit long – just trying to give you as much info really like this plugin just need that offline message working.

    • This reply was modified 2 months, 2 weeks ago by austpack.
    • This reply was modified 2 months, 2 weeks ago by austpack.
    Plugin Author wordpress3cx


    Hello @austpack, you did an excellent job. It could be related to some wrong default parameter. What’s your configuration for General Settings -> Required Chat Box Fields ? Try to change that value, save settings and reload the user page. Let us know.

    We’ll improve this JS code to avoid this wrong behavior.


    Thanks – name and email.

    I tried each option, nothing changed.

    When offline on user end chat does not exist, no chat icon.

    see someone also having a similar issue

    I switch offline chat simply disappears and no offline form loaded.

    Thanks for your help, any other things I need to look at from my end ?

    • This reply was modified 2 months, 2 weeks ago by austpack.
Viewing 15 replies - 1 through 15 (of 17 total)
  • You must be logged in to reply to this topic.