Live Chat on Website should only appear if someone is available

Stefen - I apologise for the live chat issue you have been having. Ideally, it has been designed such that the chat window does not appear when no agents are online, but due to some issues we are having with real time connections, this seems to be happening for some accounts. The team is working hard to resolve this, and we should have this corrected soon. Thanks so much for your support and feedback as a beta customer, Ill keep you posted on any updates regarding this issue.

Technical Problems can pop up anytime, so, according to me, Live Chat should be available all the time and a company must ensure that there is always someone available to attend the query. It is of no use to frustrate a customer in a dire need of support on a Live Chat without anyone to respond.However, there are ways that a company can adopt to help their customers or respond to their queries through automated support solutions. Like online troubleshooting guide, automated voice response, etc.

Chat should have option where if user wish to connect and would like to send. a voice note as similar to the whatsapp that will be helpful for users, because sometime i think user feels lazy to share the the details but they would like to get the information. so voice note will be helpful. we are web design company with our experience we feel this will be a good option.