Chat widget won't go offline since installing android app

Community Discussion Bug Report
1

Hi,

I have been using the chat widget on desktop computers for some months and it behaves as expected, going offline when no agents are active. However I recently downloaded the android app and ever since then, it will never go offline no matter what status I set on either the app or desktop. I have removed the mobile app and still it’s the same, even with all computers shut down it still shows active. Is there a solution for this?

Thank you

Jon

2

Hi @jon2 ,

Thank you for reaching out to us.

Could you please share your website URL and the email address you use to log in so we can check this on our end?

Also, please ensure that the “Widget offline when all Agent(s) are offline” feature is enabled. I’ve attached a screenshot for your reference.

We look forward to your response.

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3

Hi Jethro, thanks for the quick reply.

I have been testing a few things and I think the status of “away” in the app is not behaving as I would expect. If I am logged-in on the app the widget goes to online mode. If I then select “away” on the app then the chat widget remains live, whereas I was expecting it to go offline. I hadn’t previously tried “invisible” but that option does indeed make the widget offline as expected.

I assumed that by deleting the app it would take the widget offline, but it didn’t. The widget remains online. On the desktop view I found a way to delete the app session (on my profile) and that took it offline.

I have reinstalled the app and am now using “invisible” instead of “away” and it seems to be functioning as I would expect (widget shows offline form).

My website is justridingalong dot com, the email is the same as I use for this, I can send it privately if you like.

Thank you

Jon

4

Hi jon2,

Thank you for the information.

If you set your status to Away, the chat widget will still look online to your visitors. This way, they’ll know you might not be able to reply right away, which helps manage expectations and prevents frustration.

On the other hand, if you’re logged in but don’t want to appear online, just switch your status to Invisible.

You may refer to this article to learn more of the statuses.

Regards,