Solved "Unavailable" red indicator disappears

[perfect-touch]

Apologies if this is a known issue (or by design?) but when visiting the web page out-of-hours, a red indicator is displayed over the chat icon. However, if the chat window is opened and then minimised, the red indicator disappears making it look like chat is available?

 

[Evolute IT]

Interesting. Are you using the standalone version or the 3CX Integrated one?

 

[perfect-touch]

3cx integrated - the chat indicator on the https://www.3cx.com home page behaves the same way

 

[VasilisV_3CX]

Hi @perfect-touch,

UPDATE: If you reload the page, the red dot will be back. It will be shown to each visitor that visits the page. It indicates that a message is waiting. Minimizing it, doesn't change the response it gives so I don't see this as a major issue.

If I've misunderstood the message you sent, feel free to update me.

 

[Evolute IT]

To be honest, I feel this is a bug from the user experience perspective. Meaning, the user might misunderstand the red dot disappearing as "someone is now online" which would me misleading.

 

[VasilisV_3CX]

I understand @ConceptsWeb, and I've just double checked this - the red dot doesn't indicate the system is offline or online, it indicates a message waiting (the greeting in this case). Clicking it shows you the offline message greeting - thus you know no one is there. If you type something like "hi" and instantly minimise it - the red dot returns.

 

[Evolute IT]

I understand @ConceptsWeb, and I've just double checked this - the red dot doesn't indicate the system is offline or online, it indicates a message waiting (the greeting in this case). Clicking it shows you the offline message greeting - thus you know no one is there. If you type something like "hi" and instantly minimise it - the red dot returns.

Okay so the red dot is not even for offline status. That makes more sense.

 

[VasilisV_3CX]

Yes, apologies for any confusion. The automatic notification for offline messages threw me off. Anyway, now we got down to the truth. I'll wait for @perfect-touch to come back and we can resolve this.

 

[perfect-touch]

Sorry Vas, I guess like many others, I had misunderstood the purpose of the red dot

It never occurred to me it was caused by the offline greeting message being present in the unopened chat window...

I totally agree that the indicator does return on page activity/refresh although this in itself seems like a bug - if the customer has opened the chat window and seen the greeting message, why would the unread indicator need to be displayed at all?

Anyway, no big issue - it was reported to me by staff testing the live chat functionality and I wanted to raise the issue.

Thanks as always for your rapid response

 

[VasilisV_3CX]

No problem @perfect-touch. Feel free to open a new thread if you require any more info.