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:
Visit a site with livechat widget while omnichannel is online.
Change omnichannel to offline (I did this by adjusting the hours)
Open livechat widget and try starting a chat
Expected behavior:
Livechat widget icon should change to grey when it goes offline
Opening livechat should present to offline form
Actual behavior:
Livechat widget does not change
Regular chat form is presented with error message "Error starting a new conversation: no-agent-online". Terribly UX!
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
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:
Expected behavior:
Actual behavior:
Server Setup Information:
Client Setup Information