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Help Desk » Errors and Troubleshooting » Operators are online but the chat icon on the website says Offline.
Operators are online but the chat icon on the website says Offline.

Most likely the chat icon HTML Code on the website is pointing to the wrong department.  Here is what you will want to do:

 

  1. Login to your PHP Live! Setup Admin area
  2. Click the top menu "HTML Code".  Double check the chat icon displays correctly at this area.  This would be the correct indication.
  3. Copy the new HTML Code and replace the existing code that is on your website
  4. Done!

 

Another area to check is the department Automatic Offline feature.

 

  1. Login to your PHP Live! Setup Admin area
  2. Click the top menu "Departments"
  3. For each department, click the "Automatic Offline" department option and check to see if the feature is on.  If the operator tries to go online when the Automatic Offline is in effect, the chat icon on the website will continue to display offline.
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