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Webchat Availability Issues

WebChat not showing as available on your site?

Customers being presented with the Email Fallback option and interactions being created into your Fallback queue?

Here are a few tips to help you out.

There are a number of things that can contribute to this. By looking at each of the following you can make sure WebChat is available to you as much as possible.

๐Ÿ—๏ธ Ensure that advisors are closing chats down that have ended with the customer so that they can receive new WebChat interactions from new customers.

Check that the User State selected for your relevant advisors.

Advisors may have reached their max cap and therefore be unable to talk to new customers (can be adjusted in Teams & Users > Users).

The availability for a WebChat instance seems to be showing busy when advisors are available. This could be that the correct teams are not on the WebChat queue, or there are excluded states set up on the particular queue you’re looking at. Go to Configuration> Queues and find the queue you want to check in the queue list.

Other interactions from other queues are being prioritized ahead of your interactions in your WebChat queues? You can check the priority queue order of queues at Configuration> Queues.

๐Ÿ—๏ธ We advise that WebChat and Telephony queues (or any channel being handled as a live channel) should be the highest priority with the highest SLAs set.

Connection of the advisors to Gnatta, if the advisors are not connected correctly to Gnatta (slow network can cause signalr / long-lived connections to drop in the browser) this could cause the issue also.

๐Ÿ—๏ธ Still having trouble? Head over to our service desk and log a ticket here, the Gnatta Team will be right with you to help you!

๐Ÿ—๏ธ If you want to check the availability, you can do this by going to the page that a WebChat can be started from, inspect and load the network tab you will see the number of availability calls made clicking into each one will give you the exact availability at that time.

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