Availability Status: Staying Online for Chat
We recently updated how chat availability works across the Advisor app and the web Call & Chat Monitor. Your chat status now depends on the web monitor staying connected, so a few simple habits will keep you online and make sure you never miss a chat.
What changed
If the web Call & Chat Monitor (the pop-up you launch from your Advisor dashboard) loses its connection, your chat status switches off on all of your devices, including the Advisor app. That happens when the browser tab is closed, the computer goes to sleep, or the internet drops. Calls are not affected.
This means advisors who work mainly from the app may see chat go offline on its own if a web Call & Chat Monitor is still open somewhere.
Which setup are you?
Pick the column that matches how you usually go online. Both paths are covered step by step below.
| I mainly use the Advisor app | I mainly use the web Call & Chat Monitor | |
|---|---|---|
| Where you turn chat on | In the Advisor app | On the web Call & Chat Monitor |
| Keep the web Call & Chat Monitor open? | No. Close it first | Yes. Keep the tab open the whole shift |
| Biggest risk | A forgotten monitor tab on a computer that sleeps or loses Wi-Fi | Computer sleep, a closed tab, or a dropped connection |
| Go to | Steps for app advisors | Steps for web Call & Chat Monitor advisors |
Steps for advisors who mainly use the Advisor app
Close the web chat monitor first, then turn chat on in the app. Doing it in that order keeps your status from flipping off.
- Close the web Call & Chat Monitor. On your computer, close the window where the monitor is running. If you are not sure whether it is still open, check every browser window and any other computer you have signed in on.
- Open the Advisor app on your phone.
- Select Taking Chats under Set your chat status. Confirm Taking Chats is selected.
- If chat was already on when you closed the monitor, it switches off once. This is expected. Select Taking Chats again in the app and you are set.
- Do a quick status check. Confirm Taking Chats is still selected a minute later, and again after any break.
Do not leave the web Call & Chat Monitor open on a computer that tends to sleep or lose its Wi-Fi connection. A monitor that disconnects will switch your chat off, even though you are using the app. If you use both the app and the web Call & Chat Monitor, follow the app steps and close the monitor whenever you go online from your phone.
Steps for advisors who mainly use the web Call & Chat Monitor
Keep the monitor tab open, and keep your computer awake and online for as long as you are available.
- Go to your Advisor dashboard. Sign in and open keen.com/myaccount/advisor.
- Open the Call & Chat Monitor. In My Current Status, select Open Call & Chat Monitor in the upper-right corner.
- Select Taking Chats under SET YOUR CHAT STATUS. Confirm the monitor shows “Listening for Chat Requests…”.
- Keep the tab open. Do not close it or let the browser discard it while you are working. Closing it switches chat off.
- Keep your computer awake and connected. Turn off sleep mode during your shift if you can.
[Screenshot 8: sleep settings for your computer, with a screen-off and sleep time set to Never. Include one for Windows and one for Mac]
- Stay on a stable connection. If you can, use a wired connection or sit close to your router, and avoid switching Wi-Fi networks mid-shift.
Troubleshooting
If your chat status turns off unexpectedly, turn it back on and check your network connection. Most cases trace back to one of the situations below.
| What you see | Likely cause | What to do |
|---|---|---|
| Chat turned off right after I switched it on in the app | A web Call & Chat Monitor is still open on a computer | Close the monitor tab on every computer, then select Taking Chats again in the app |
| Chat turned off while I was away from my desk | The computer went to sleep or lost Wi-Fi with the monitor open | Turn chat back on. Close the monitor if you work from the app, or turn off sleep if you work from the monitor |
| Chat is off after I closed the monitor | Closing the monitor while chat is on switches it off once | Switch chat back on in the app |
| Chat is off after a break or restart | The monitor or app reconnected without chat on | Check your status and turn chat on again |
| Chat keeps turning off | An unstable connection | Check your network, move closer to your router, or use a wired connection |
Always do a quick status check after a break or after restarting your device, so you know chat is still ON.
If chat still turns off by itself after these steps, contact Advisor Support and tell them your advisor name and the time it happened.
Quick checklist
If you work from the app
- ☐ Close the web Call & Chat Monitor on every computer
- ☐ Select Taking Chats in the app
- ☐ If chat flips off once, switch it on again
- ☐ Never leave a monitor open on a computer that sleeps or loses Wi-Fi
If you work from the web Call & Chat Monitor
- ☐ Keep the monitor tab open
- ☐ Keep your computer awake, with sleep mode off if possible
- ☐ Stay connected to the internet
Every time
- ☐ Check that chat is ON after any break or restart
- ☐ If chat turns off by itself, turn it back on and check your connection
We are evaluating updates to simplify this workflow and keep you connected more seamlessly. Until then, these steps keep your availability steady. Please reach out if you have any questions.