Troubleshooting

Offline Alert

Offline Alert

What Does It Mean?

This notification alerts agents that there is a temporary disconnect from the web, and a page refresh is needed to see new messages sent during the downtime. Instances when you may see this message include:

• The Internet is not connected

• Reopening an existing Live Agent Engine tab from a previous session

This alert does not impact your agent status (online/offline/busy). If you set your availability status to green (online), it will stay that way regardless of whether you remain connected to wifi, you have the Live Agent Engine tab open or closed, or if your device is shut off.

What Do I Need to Do?

Nothing! Your Live Agent Engine dashboard should automatically refresh once internet access is restored or you are active on the page again.

This Alert Occurs Frequently

If your internet is frequently disconnecting and reconnecting, we recommend reaching out to your IT team for additional support and/or downloading the Live Agent Engine app to ensure that you have coverage on multiple devices.

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Audio Notification Issues

Before reviewing the following troubleshooting instructions, ensure the following is true:

• You have audio notifications turned on for your specific profile

• Your device volume is raised and is successfully working for third-party videos

Note that if a message is received in an active conversation, there will be no audio notification! Unless you are currently active in the Live Agent Engine dashboard, we recommend that you click out of all conversations to ensure audio alerts are fired.

Walkthrough Video on Troubleshooting Audio Notification Issues

Issue	Solution
Multiple Tabs Opened/Closed If you open a second Live Agent Engine tab and decide to close the original Live Agent Engine tab, this may cause issues with your audio notifications.	Close out all Live Agent Engine tabs and relaunch the Live Agent Engine. Once the new tab is open, clear out all the active notifications by clicking the bell icon above your initials.