Support Tickets - Online / offline & auto proactive

Online / offline & auto proactive

Live Chat 16.04.2016 2447 Support Status: Closed Solution: Yes Nina

Hello Jerome,

we have 3 questions:

1) even though i am logged in to the operator panel and activated the "online" button... as soon as I navigate to another tab I appear offline... even when I navigate within the operator panel to f.e. the settings tab... I go "offline" and the button goes red. I'm using chrome, latest version.

2) the Auto Proactive message only appears after a client has entered in a chat with us, when they close, they see the Auto proactive message. Is this the way it is supposed to be? I thought that you can set after ... seconds / ... visited pages the client sees the message, regardless wheter or not he has entered in a chat with us. We are using auto proactive only on pages where live chat is enabled.

3) can we remove the avatar's of the users? The 4 "people"? Or replace the img/png?

Thank you!

Replies (6)

  • avatar Maria

    Thank you for opening a support ticket.

    1. There seems to be something wrong with either your full site domain in your include/db.php (more information can be found here: file or your sessions are not working correctly (talk to your host).

    2. That will be working as well when number one has been fixed.

    3. You can either turn the avatars off (operator panel - settings - settings - show avatars on client side), or replace the images.

    Please also make sure you are running the latest version, (operator panel - settings - maintenance - auto updater). Awaiting your feedback.

    16.04.2016 0
  • avatar Nina

    Hello Maria,

    I had the latest version but indeed a chat with the host solved the issue. Thank you for pointing me in the right direction.

    Question: can i link the livechat to a "normal button" on our site, any button we have, when a client clicks on it the chatwindo slides up?

    We have customer services pages withfixed column which appears on all customer pages, and we would like to add this button inside this column for those specific page url's.

    18.04.2016 0
  • avatar Maria

    Thank you for the feedback.

    Yes, you can upload any button in the operator panel and use your personal one, more information about custom buttons can be found on the question mark next to upload fields.

    Important you have to upload two files at the same time, yourbutton_on.png and yourbutton_off.png. After uploading the buttons you can select them in your button wizard.

    Kind regards

    18.04.2016 0
  • avatar Nina

    Thank you Maria,

    I meant something else. Look, I added one of your buttons on the place we had it planned, but when I place the code there it does not work. I assume this is not possible?

    18.04.2016 0
  • avatar Maria

    That will work if the complete code has been posted from the button wizard, if you want to have it more simple you want to open it in a pop up instead of a slide up.

    18.04.2016 0
  • avatar Nina

    Ok, thank you

    19.04.2016 0