Understanding Message and Visitor Status in Chat
When you send a message in LenoChat, you will see status indicators that show whether your message was sent, delivered, or read. You can also see whether the visitor is online or offline during the conversation. This guide explains what each indicator means and how to interpret the visitor offline banner.
Message Delivery Indicators
When a chat agent sends a message in LenoChat, a status icon appears next to each message bubble. These icons help track if the message was sent, delivered, or read.
⏳ No Tick
Message was sent by the system but has not yet reached the recipient's device (usually due to a connection issue).
✔ One Gray Tick
Message was successfully received by the socket server. This means it left your system but hasn’t yet reached the visitor.
✔✔ Two Gray Ticks
Message was delivered to the visitor’s device but hasn’t been read yet.
🟢✔✔ Two Green Ticks
Message has been opened/read by the visitor.
These icons appear automatically next to each outbound message in the chat interface, so agents can confirm whether their responses have been delivered and read in real time.
Visitor Online and Offline Status
LenoChat also tracks whether a visitor is currently connected during an active chat. You may see changes in message status when the visitor switches between online and offline, especially if they lose network connection, close the browser, or leave the website.
Visitor Offline Banner (2-minute rule)
If a visitor disconnects during an active chat, LenoChat will notify you with a clear banner inside the chat area.
Here is how it works:
⚠️ After the visitor goes offline, LenoChat waits 2 minutes (120 seconds)
This helps avoid false alerts caused by brief network drops or page reloads.
⚠️ After 2 minutes, a banner appears at the top of the chat area
Example banner:
“⚠️ The visitor went offline.”
The banner stays fixed at the top so you will always see it, even while scrolling through previous messages.
⚠️ The banner disappears automatically when the visitor reconnects
You do not need to refresh the page or take any action. Once the visitor returns to the website or the chat widget reconnects, the banner is removed.
This makes it easy to understand when the visitor is no longer present and adjust your response timing accordingly.
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