Take Control: Error when accessing Web Chat link/Tech is not available to chat

Last Modified

Mon Nov 12 14:10 GMT 2018

Description

  • Customer attempts to access the Web Chat link and receives the following
    • Error: Tech is not available to chat.

Environment

  • N-able Take Control/Take Control Plus (Standalone).

Solution

  • The observed error occurs if the assigned Technician (or all Technicians under the assigned Department for Web Chat) is not online in the Console's Chat menu.
  • The technician can set themselves online as follows:
    1. Login to the Technician's Console application;
    2. Click on the Chat Icon (near the top right of the window, the icon is a speech bubble);
    3. (On the newly opened Chat interface) Click on the Technician's name (top left corner of the window);
    4. Select Change User Chat Status > Online;
    5. The Technician should now be ready to receive incoming chat requests.