Troubleshooting Stuck or Open Chats 

In rare cases, a chat may remain open even after it has ended. This could happen if multiple agents joined the session and not all of them exited, or if you’re using the web version and the browser didn’t refresh in real time. When this happens, you may need to force close the chat. 

Tips to Resolve the Issue.

Confirm all agents have exited the chat 

A chat can remain active if one or more agents are still listed as participants. Always make sure every agent leaves the session. 

Force close from the dashboard (admin only) 

 If you have admin permissions, go to the dashboard and use the visitor engagements card to force close the chat. This will end the session for everyone, including agents and visitors. 

Refresh or log out if using the web version 

 In some cases, the browser may not update the chat status in real time, which can cause a closed chat to still appear open. Refresh the page first, and if the chat still shows as open, log out and back in. 

Clear cache and cookies 

Cached data in the browser can hold onto an old session view. Clearing cache and cookies, then logging back in, usually clears up the display issue. 

Switch to the desktop agent app 

For a more consistent experience, we recommend you download the desktop app, which helps minimize issues that can occur in the browser. 

Download the desktop app here: https://app.velaro.com/Downloads 

If the issue continues after trying these tips, please contact our support team for assistance.