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Chats are coming in when all Agents are offline

Knowledge Article Number 000212449
Description Visitors seem to be able to initiate a chat, even though all Live Agent Users are offline. The chat button should not be available to initiate a chat. What is causing this? 
Resolution There are a few scenarios where this can be expected. Live Agent availability isn't based off of an organization's business hours, but is instead based on availability of Live Agent Users. These are the scenarios where a visitor could create a chat when all skilled Agents are offline. 

- A chat button is presented to a visitor who initiates a request. Pre-chat is used and so the visitor is taken to the form first. While completing the pre-chat form, all "skilled" Agents become unavailable. When the pre-chat form is submitted (which triggers the actual chat request), the request is cancelled with the transcript event.
- A chat button is presented to a visitor who initiates a request. About every minute, the chat button code checks in so that it's online/offline state can be updated. During that period (i.e. ~1 minute), all skilled Agents become unavailable. The chat request is cancelled with the transcript event.
- A chat button is presented to a visitor who initiates a chat. Regardless of whether pre-chat is used, the visitor is presented the chat window (they could be waiting for an Agent or with an Agent on an active chat). If the visitor refreshes the chat window, a new chat is requested. If no skilled Agents are available, the request is cancelled with the transcript event.




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