Live Chat FAQ

Live chat related frequently asked questions. If you have any other questions or need assistance, please don't hesitate to ask. We're here to help!

What is the time limit for an agent to start a chat that appears in the engaged panel?

By default, the chat acceptance time is 5 minutes. So, an agent has to start the chat within that period. However, you can change the time from Customization > Widget Feature > scroll down to Other Features > change the Chat Acceptance Time and save the changes.

What is "Chat Acceptance Time"?

The maximum waiting period before an agent starts chat after it landed in the engaged panel. There will be a timer available beside the chat request. If the chat acceptance time crosses the maximum waiting period, the chat won't be closed but the timer will turn to red to put emphasis.

What is "Chat Queue Time"?

The maximum waiting period for a business where agents need to accept chat requests after it landed in the queued panel. Chats that are not received on time will be considered as Wait Time Overdue in Chat History.

Why can't I reply to any offline messages in reports?

Agents or admins can not reply to any offline messages initiated by visitor before the release of REVE Chat V4.0. We have updated the overall system with new single inbox and changed the structure of the system. From now onwards, all of your messages no matter during offline or online period, you can reply directly from your chat window / the new inbox. So the offline message will no longer be necessary.

What is the amount of time an agent has to pick a chat that has been queued?

By default chat queue time is set to 1 minute. So, an agent has to pick the chat within that time. If the admin wants, he can change the time according to his preference.

How can I add chat tags?

Agents can easily add tags while chatting with the visitors, from the visitor info panel. If the agents want, they can add tags after they have provided support and wants to close the chat.

Also, Admins can monitor or do QA, the old conversations from chat history and add tags in any previous sessions.

Why isn't my chat widget showing in the webpage?

If you can not find the chat widget, please ensure that-

1. You have correctly integrated REVE chat with your webpage. Learn how to integrate with webpage. Keep in mind that chat widget won't be available for any social media channels.

2. Make sure you haven't Turned Off your widget for any specific URL. Confirm it from Settings > General Settings > check if there is any URL Based Routing.

3. Check if you have set any trusted domain or not.

   • If set any specific domain then only that domain will show the widget. So, check here: Settings > Security > Trusted Domain, if your domain is added there.

   • Note that, it is not mandatory to set domain. If you do not set domain, then in any website where your widget code is added, widget will show.

4. Check widget customization settings:

   • Make sure you have enabled desktop visibility under Customization > Appearance > Widget Position and Visibility.

   • You have selected your desired widget visibility from either Chat banner always-on or Hide chat banner when offline under Customization > Appearance > Widget Position and Visibility.

   • Make sure you have enabled mobile visibility under Customization > Appearance > Mobile Chat Widget.

Why I am not seeing welcome messages in social media channels?

Currently welcome message is only available for web channels.

Why can't my visitors get any custom messages in any social media channels?

Any message or notification when agent is busy, offline, or the queue number of a visitor, is not available for social media channels. These features are only available for web channels.

Why our agents can not reply to visitor's message request?

Agents must click "Start Chat" when a chat request lands either in the engaged or queued panel. Without starting the chat, agents cannot resolve these requests.

Why my agents can not delete visitor's comment on any social media post?

Visitors comments on any social media post, create individual chat requests. Agents have to accept the chat request and only then the comment delete option will be available. After accepting chat request, agents can also reply privately or as comment. Learn how to social media conversation works.

Why there are multiple chat request from a single visitor (for social media)?

A new chat request is initiated every time a visitor comments on any social media post. If same visitor comments on multiple times in any post, there will be multiple chat request in the chat panel. Agents/ Admins can easily sort the chat request based on social media posts.

Why can't I reply to yesterdays chat requests (for social media only)?

There is a 24hr time frame for any chat request initiated from any social media messenger (except FB Comments and Insta Comments). An agent has to accept the chat request within that time frame or he won't be able to accept & close the request