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Clicking minimized button hides chat

  • January 9, 2019
  • 7 replies
  • 0 views
D

Hi,

We have been using Zopim chat successfully on our website for a number of years using the Zopim API embed script. The widget initially starts minimized through a call to $zopim.livechat.window.hide();

Since the New Year, clicking on the minimized bar/button no longer makes the chat window open up. The chat window element is still active in the DOM when I inspect it, but it has an attribute of display:none. We can force the display of it through $zopim.livechat.window.show(); but clicking on the minimized bar no longer toggles the open/minimized state.

We are not aware of any changes to the site that would have caused this. Has anything changed in the API that would have resulted in this behaviour?

Kind regards,

Dave

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    7 replies

    R
    • Ramin12
    • January 9, 2019

    Hi Dave,

    Don't think anything changed that would have changed this, but can you share the URL where the widget is located on your website? Have you tried using the JS API in a blank page to remove the possibility that it is something on your website that is causing the problem?

    -Ramin

    D
    • Dave36
    • Author
    • January 9, 2019

    Hi Ramin,

    You can see this in action here: https://www.lakelovers.co.uk/about-us/

    I shall do as you suggest and try this in a blank page to test it out...

    Thanks for the speedy response,

    Dave

    R
    • Ramin12
    • January 9, 2019

    Thanks for sharing. It looks like the code does seem to show that the show/hide are competing with each other. If you click on the button in the footer, it appears to be working fine.

    I did a quick test on my account with the APIs and it is working fine.

     

    D
    • Dave36
    • Author
    • January 9, 2019

    Test page at https://www.lakelovers.co.uk/zopim.php with nothing else on it still not working.

    R
    • Ramin12
    • January 9, 2019

    Ok, it is based on your account's settings and the account being offline. Since offline form is not turned on and both agents in the account are offline at the moment, the widget can't do anything.

    So if you want the window to show when the business is offline, please turn on Offline Form in the Widget settings.

    This problem will not happen when an agent is online.

    D
    • Dave36
    • Author
    • January 9, 2019

    Thanks, I'll get the account settings changed and let you know whether that fixed it for us.

    D
    • Dave36
    • Author
    • January 9, 2019

    That fixed it. Thanks for your help in getting this solved.

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