Chat Agent is in an 'Online' status but the Chat button shows offline

Below are some common causes and their corresponding resolutions:

• The Agent has not been assigned the Service or the Chat User licenses.

To resolve this, ensure both boxes 'Service Cloud User' and 'Chat User' are checked in the Agent's User record. After editing the user record to add these licenses, have the Agent log out and log in again for the new settings to reflect on their end.

*Review Edit Users for the steps to check User record detail.

• The chat button is configured to use Skills-Based Routing and has multiple skills associated to it, however there are no agents configured with all the associated skills.

To resolve this, ensure at least one chat agent is assigned all the skills configured on the chat button and the chat agent is in an 'Online' status.

 

• The chat button is configured to use Omni-Channel as the routing type and the 'Units of Capacity' defined in the Routing Configuration is greater than the 'Capacity' defined in the agents assigned Presence Configuration. For example, if the 'Units of Capacity' defined in the Routing Configuration is 4 and the 'Capacity' defined in the Presence Configuration is 2, then the agent will not be able to accept chats and the button will appear offline.

To resolve this, ensure the chat agent is assigned a Presence Configuration where the 'Capacity' is equal to or greater than the 'Units of Capacity' defined in the corresponding Routing Configuration.

 

• The Chat Deployment settings have 'Permitted Domains' defined but the chat button/chat deployment is hosted on a domain not included in the list of permitted domains.  

To resolve this, either ensure the chat button & deployment are hosted on a domain that is defined within the 'Permitted Domains' section of the Chat Deployment settings OR if you would like to make the chat button/deployment usable on any domain, leave the 'Permitted Domains' field empty.

 

• Agents have not been assigned to the Chat Button Queue.

To resolve this, navigate to the affected Chat Button, click on the associated queue, and review if the right Agents have been added to this queue.

## Troubleshooting Tip:
Supervisor can be a useful tool in the troubleshooting process, as it shows logged-in Agents, their Status, Queues and Available Capacity.