Updated Live Chat, no longer receive visitor notifications

[MattH]

Hi 3CX,

I've been using a rather outdate Live Chat for some time now and since updating this to the latest version a few days ago I no longer receive notifications of new visitors on the website. I've also been missing chats as those notifications don't always come through either.

Using a browser on a different machine to mimic a visitor.

Any ideas?

Thanks,
Matt.

 

[VasilisV_3CX]

Hi @MattH,

Are you using the HTML code generator or the Wordpress plugin?

 

[MattH]

WordPress plugin, self hosted

 

[VasilisV_3CX]

Hi @MattH,

Which browser are you using? You mean the notification that pops up and says you have a new chat message?

 

[MattH]

I've tried multiple browsers with the same result. We used to get a notification sound when a visitor hit the website.

 

[VasilisV_3CX]

Hi @MattH,

So in Chrome for example, have you checked Settings >> Privacy and Security >> Site Settings >> Notifications >> Made sure your website is on the allowed list and there is still no sound playing?

 

[MattH]

Yes permissions are good. I get a notification bubble and sound when a chat opens but nothing when a new visitor arrives.

 

[VasilisV_3CX]

Hi MattH,

A notification / sound only plays when a new live chat comes in. This is mentioned on the download page for the plugin: https://wordpress.org/plugins/wp-live-chat-support/

 

[MattH]

We used to receive a notification sound for new visitors. Also see the setting highlighted in screenshot...?

 

[ChrisC_3CX]

@MattH
The wording for that checkbox may indeed be misleading however it is actually to enable/disable sound notifications for newly initiated chats and not for website visitors.