Live Chat FAQ

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.

Why can't I delete any old chat request from queue?

Agents can not actually delete any chat request. They can only close the chat request.

To close any old chat request from queue, agents have to first accept the chat request. This allows business to never miss a customer query and provide exceptional support.

If you want to learn more how conversation works, click here.

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.

Why can't I delete any old chat request from queue?

Agents can not actually delete any chat request. They can only close the chat request. To close any old chat request from queue, agents have to first accept the chat request.

This allows business to never miss a customer query and provide exceptional support. If you want to learn more how conversation works, click here.

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-

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.
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.
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.
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. An agent has to accept the chat request within that time frame to reply the chat.

If agent accepts chat after 24 hours, they can only add some tags or update attribute then close the request as META doesn't have API support to reply message after this timeframe.

N.B: Comment for both Facebook and Instagram is out of this 24hr rule.

Why can't I add an agent?

Number of agents depend on the agent added during package purchase. To check if you can add any more agents-

Go to your profile available at the bottom left corner
Select the billing sub-menu
Click "Go To Billing", you will land in the account overview page. Here under the Number of Agents tab, you can see how many agents you can add.

How to increase the number of agent-

While in the Account Overview, click Update Plan.
Here under the selected package, we can increase or decrease the number of agents

I have disconnected Facebook but still chat requests are landing in dashboard?

Steps to disconnect Facebook-

Login to your Facebook account & click the profile at the top right corner
Go to Settings & Privacy > Settings
Under Your Activity, click Business Integration

In the business integrations page, you will find the apps that you have integrated. Click the REVE chat app to remove the integration fully.

I have disconnected my Facebook page, but I want to reconnect it with REVE Chat.

To reconnect the Facebook page with REVE chat, you have to go to the social media channels under the integration tab. Then you have to follow the Facebook integration manual.

My agents are online but in the widget it is showing that we are outside business hour?

The above message will only be shown to visitors when business hour is enabled and visitor is visiting outside business hour.

If you want to know how to set business hour, click here.

How can I access visitor's previous chats while chatting with him?

Agents or admins can easily access a visitor's previous chats while chatting with the visitor by clicking the load more button(green box). It will only be visible when it is a return visitor and he has previously interacted with the customer support.

How can I disable REVE chat notification for myself?

To disable REVE chat notifications: