Live Chat not visible on Service Portal

[Cassie]

Hi, we are trying to configure live chat and believe everything is set up but live chat is not visible on the service portal nor as a button on live.hornbill. 

Can you offer any advice?

Tried looking on here and in the Wiki but info seems pretty dated.

Thanks

Cassie

@Nick Brailsford

[Cassie]

Having had a look around, it looks like our subscription is no longer visible after the most recent update. 

[TrevorHarris]

Hi,

You should be able to see your subscriptions by logging into the Admin tool as Admin user and going to the livechat subscription page at the following location

Home Applications->Hornbill Live Chat->Application Subscriptions

One possible reason you my not see the livechat on the service portal is if you've not assigned the '''portal chat session user''' to your users, there is an explanation of how to do this in this post

You also will need to check livechat is enabled, this can be done in the admin tool by going to Home > Applications > Hornbill Live Chat > Configuration

and turning on the enabled settings and also ensuring Busy is set to off

Hope this helps

Thanks

Trevor H

 

[Cassie]

Hi @TrevorHarris

I had tried that already, after reading some of your other responses. 

We are being told now that we potentially don't have licenses assigned, so that is being looked in to as we assumed we've paying for these.

Thanks for your response.

Cassie