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RocketChat / Rocket.Chat.Livechat

New Livechat client written in Preact
https://rocket.chat/omnichannel/live-chat
MIT License
246 stars 228 forks source link

LIvechat widget does not update when it goes offline #611

Open billynoah opened 3 years ago

billynoah commented 3 years ago

Description:

When livechat goes offline it only turns grey and shows the offline form on a new page load. I would assume (or suggest) that the widget icon should change in realtime when the omnichannel status changes.

Additionally, if I try to initiate a chat when omnichannel has gone offline I get a very unfriendly error message that I would consider bad UX.

Steps to reproduce:

  1. Visit a site with livechat widget while omnichannel is online.
  2. Change omnichannel to offline (I did this by adjusting the hours)
  3. Open livechat widget and try starting a chat

Expected behavior:

  1. Livechat widget icon should change to grey when it goes offline
  2. Opening livechat should present to offline form

Actual behavior:

  1. Livechat widget does not change
  2. Regular chat form is presented with error message "Error starting a new conversation: no-agent-online". Terribly UX!

Screen Shot 2021-04-22 at 6 17 38 PM

Server Setup Information:

Version of Rocket.Chat Server: 3.13.1
Operating System: Ubuntu 20.04
Deployment Method: Snap
Number of Running Instances: 1
NodeJS Version: v12.21.0
MongoDB Version: 3.6.14 / wiredTiger (oplog Enabled)

Client Setup Information

Desktop App or Browser Version: Firefox 78.8.0esr, Chrome Version 90.0.4430.85 (Official Build) (x86_64)
Operating System: OSX 10.11
renatobecker commented 3 years ago

We're about to refactor the whole livechat user journey, which means we'll fix this issue and provide a much better UX for livechat users.