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Live vs Offline

In the Unified Inbox header, a small dot and the word Live or Offline show whether the app is connected to the realtime server. This is not your agent availability (Online / Busy / Offline in Account Settings) and not a notifications feature.

Where It Appears​

Screen sizeWhat you see
Medium and larger (beside your role)Green or red dot + label Live or Offline
Smaller screensDot only next to the avatar (label hidden)

The label reflects connection state:

  • Connected → green dot + Live
  • Disconnected → red dot + Offline

Desktop header also shows your name, role, and avatar (with availability ring colour). Mobile adds the menu button on the left.

What “Live” Means​

Live means the Unified Inbox is connected for realtime updates. While Live:

  • New messages can arrive without refreshing the page
  • Conversation list counts and rows can update when messages arrive, assignments change, or handovers complete
  • The app refreshes your agent status shortly after reconnect

Live does not mean:

  • You have unread notifications in a bell (there is no bell — article 1.6)
  • You are Online for assignment (that is Account Settings → Status)
  • The customer-care window is open (see chapter 9)

What “Offline” Means​

Offline in the header means the realtime connection is down — network issue, server restart, laptop sleep, or the browser tab losing connection.

When the connection drops:

  • Realtime updates may pause until the app reconnects
  • You may still read cached list data until you refresh

After reconnect, the label returns to Live when the connection is restored again.

This header Offline is unrelated to setting yourself Offline in Account Settings → Status (Your Availability). Use Account Settings when you are ending your shift or going unavailable for new chats.

Three Different “Status” Concepts​

UIMeaningHow to change
Header Live / OfflineRealtime connectionAutomatic (network / app); reconnect by restoring connection
Avatar ring colourAgent Online / Busy / OfflineAccount Settings → Status → Update
Row Pending / QueuedConversation stateRouting, replies, queue actions — not header Live

The sidebar avatar uses the same agent status ring colours as the header. It does not duplicate the Live / Offline text in the sidebar footer area — check the header (or the mobile dot) for connection.

When Live Shows Offline But Chat “Works”​

If you can still send messages but the header says Offline, the app may be using a normal connection while realtime updates are paused. Refresh the page or check network/VPN, then wait a few seconds for Live to return.

If problems persist, note the time and contact your administrator. A separate Session Ended dialog may appear when your login session ends — that is not the same as the header Live label.

Missing from headerWhere instead
Notifications bellNot implemented — Header Notifications (Not Shown)
Agent Busy labelAccount Settings modal and avatar ring
Channel filterConversation list chips — Filter by Channel

Next Steps​