#2404-Live Chat Not Updating Without Manual Refresh

Hi Team,

I’m raising this ticket to report a major issue with the Live Chat module after your recent update.

Please check this video for reference:

https://www.loom.com/share/e2f978060f7f4fe493b9c987f1bc0546

It clearly shows that new incoming messages are not visible unless we manually refresh the entire dashboard. The chat does not auto-update at all.

This issue was not present before the latest update — Live Chat previously worked smoothly in real time. We have already tried clearing cache, switching browsers, and relogging, but the problem still persists.

Live chat is meant to function as a real-time conversation tool, not as a static log where we must refresh the page every time to see new messages. Currently, for every incoming message, we have to manually refresh the page, which is severely affecting our workflow.

Because of this, we are unable to show the platform to customers or conduct live demos. This bug makes the system look unreliable, and it is impacting our operations.

Please resolve this on an urgent basis.

This is a core feature and needs immediate attention.

exactly the same issue i have raised as well and they mentioned to me "It seems like you are using the old live chat. Kindly use the Shared Inbox to check if your message still not showing do let us know".

Yes many user reported and due to such issues still some users using old livechat instead of buggy shared inbox.. they says we don't need more feature we need stability and easy to use.

BS team please priotize and fix shared inbox bugs.. we need to refresh chat after sending and receiving msg otherwise it's not visible.

Dear User,

Thank you for bringing this issue to our attention and for sharing the detailed information along with the video reference. We understand how critical the Live Chat module is for real-time communication, and we sincerely apologize for the inconvenience this has caused.

Our technical team is currently investigating the matter with high priority to identify the root cause introduced after the recent update. We will work to resolve this issue as soon as possible and ensure that live chat functionality is restored to proper real-time behavior.

We appreciate your patience and cooperation while we address this, and we will keep you informed of our progress.

Thank you for being with us.

Best regards,

Kamrul Hasan

Hello any update on resolution kamrul bhai??

its a huge issue now customers are complaining about the manual refresh thing before on live chat there was a issue now shared inbox also have the same issue we need a quick resolution on this asap

Dear BS Team Follow up on the Live Chat and Shared Inbox issues that are still not resolved.

Messages are not updating in real time. When a user opens a message, it does not update as read for other users. This leads to confusion because the same message appears unread for multiple team members. As a result, some messages are being sent twice to customers. This is creating operational issues and customers are getting confused by duplicate replies.

There is also no option to delete any message, so once a duplicate message goes out, we cannot correct it.

Live Chat and Shared Inbox are core features. They must update in real time. The current behavior forces us to refresh the dashboard every time to see new messages. This affects demos, daily workflow, and customer communication.

Please treat this as urgent and confirm when a fix will be released.

I can see it's working perfectly. Every message is updating in real time properly.

Thanks

Dear its not working perfectly could you share the video sample where its working at your end as a users its not working fine for us and already share the video and screenshots over the chat as well.

https://www.awesomescreenshot.com/video/47354886?key=85009877942a9bebda1bb12fbc53a53b

Please check this video. If you are having problem in your account please open a ticket to our support desk with your login credentials.

Thank you.

Hello Kamrul Hasan as i mention earlier as well getting message is not an issue you need to open a chat and respond to it also and see the delay after sending message is it reflecting instantly or after few sec

Kamrul bhai issue is still there many users reported Shared inbox not showing sent and received message need to refresh whole browser window then only shows.

also i found yesterday 3 times that i selected subscriber A to send template from shared inbox it was sent and was not showing in chat but after that i switched to subscriber B to send template but again it was sent to subscriber A.. already i reported this in past on other post.. so please fix this ASAP.

Thanks

Please contact our support desk, We didn't found such issues and can't reproduce that situation you are telling. So please provide all information how we can reproduce the issue in our support desk. So we can check it properly.

Thanks

Apart from the message sending and appearance delay there are more critical issues we have found.

If multiple team members are assigned and one of them opens an unread chat it still shows as unread for other team members. This is happening because of the real time sync delay in the system even when a team member opens a chat and replies, the response does not reflect for other team members. They can only see it after opening that specific chat or refreshing the browser. This causes confusion and duplicate replies to customers.These are serious QA issues. A shared inbox must sync read status and messages instantly across all team members. Right now, this behavior makes the system unreliable for team usage.

As business partners we are continuously reporting issues but there is no clear timeline provided from the Botsailor team. There should also be a visible release timeline or roadmap so users know when fixes will be deployed and what will be included in upcoming updates

We’ve released a patch addressing real-time message updates that were affected under certain conditions. Please check now to confirm the fix.

We will check the unread condition soon.

Thanks

Hello BotSailor I have checked after the patch but the issue is still not fully resolved.

There is still a noticeable delay in sent and received messages appearing in real time.

I also found another issue please check the attached video for reference. When a new message is received it temporarily appears in the Resolved chat section. After refreshing the chat list or the browser, it disappears. New incoming messages should not appear in Resolved, Archived, or Blocked sections at all.

This indicates that chat state and status syncing is still inconsistent.

Please recheck this with the development team and confirm when a complete fix will be deployed

https://drive.google.com/file/d/1ujsve8cVLVjUsI9xSC4Aqi3wbpHDElSB/view?usp=sharing

Hello. The problem does not appear from one minute to another while you use it, it appears if you have the browser tab without using for enough minutes or hours, then when you re-enter it is completely unstable and you have to recharge the entire page.

Dear user,

We will observe the shared inbox for a longer period to determine whether it becomes inactive or not.

Thank you.

Best regards,

Kamrul Hasan

We have kept the browser untouched for more than two and half hours, and we are still receiving messages without any refresh. We believe there are no issues with the Shared Inbox.

Thank you.

Best regards,

Kamrul Hasan