Unable to Take Chats (on the Keen Advisor App)

📌 Overview

When a customer initiates a chat, Advisors have up to 60 seconds to accept it in the Advisor App. While the app is regularly updated with new features and improvements, there may be times when chats are missed due to device settings, connectivity issues, or system limitations.

This guide walks through best practices and troubleshooting steps to help ensure you’re able to receive and answer chats consistently.

✅ General Best Practices (All Devices)

These steps apply to both iOS and Android devices and should be reviewed first:

• Enable push notifications for the Keen Advisor App.
• Use a strong, stable internet connection (Wi‑Fi or cellular data) before and during chat sessions.
• Restart your phone or tablet regularly to refresh system processes.
• Keep the Advisor App up to date by checking the Apple App Store or Google Play Store for updates.
  • If issues persist, try deleting and reinstalling the app to ensure a clean install.
• Free up device storage and close background apps. Low storage or memory can prevent notifications and temporary app functions from working properly.
• Log in on only one device at a time.
  • The system does not support simultaneous logins (for example, being logged into the app and mobile web at the same time), and doing so is a known cause of missed chats.
• Keep the Advisor App in the foreground.
  • Avoid sending the app to the background while customers are recharging, as this can interrupt notifications or cause missed connections.

🤖 Android-Specific Troubleshooting

Sync Device Time Automatically

A mismatch between your device’s time and real-world time can cause the chat timer to malfunction.

Steps:

• Settings > Date & Time > Automatic time > On

Enable App Notifications

Ensure notifications are fully enabled for the Advisor App.

Steps:

• Settings > Notifications > App settings > Keen Advisor > On

Disable Interfering Modes

Turn off any settings that may block notifications or connectivity:

• Do Not Disturb / Bedtime Mode
  • Settings > Sound & Vibration > Do Not Disturb > Off
• Airplane Mode
  • Settings > Network & Internet > Airplane Mode > Off

🍎 iOS (iPhone & iPad) Troubleshooting

Enable Full Notifications

Make sure alerts are visible and audible.

Steps:

• Settings > Notifications > Advisor
• Turn on Alerts, Sounds, and Badges

Disable Focus and Airplane Modes

Focus modes can silently block notifications.

Steps:

• Settings > Airplane Mode > Toggle Off
• Settings > Focus
  • If Do Not Disturb, Sleep, Work, or Personal is enabled, tap the active focus and turn it off or delete it

🆘 Still Need Help?

If you’ve completed the steps above and are still experiencing issues accepting chats, please contact Customer Service. Having the information below ready will help us investigate more quickly:

• Usernames, dates, and times of the affected chats
• Device used (iOS or Android app)
• Advisor App version number (found on the Profile page)
• Internet or mobile data provider
• Any error messages received
• Screenshots, if available

We’re here to help and appreciate you taking the time to troubleshoot—thank you for your patience and continued dedication to supporting customers.