Disabling the Recently Active Teammates (Agents) Feature of the Kayako Messenger

Overview

When Kayako Messenger is enabled, you can put a face to your Messenger and show the avatars of recently active teammates or staff (agents) to your customers. If you do not wish to show your customers who among your staff or agents are online, you can disable it.

Disabling this feature requires you to simply toggle the option on the messenger configuration in the admin panel. However, this is not working as intended at the moment. But there's a simple workaround we created for you that involves editing the footer template in the Help Center to hide the recently active teammates (agents) avatars.

NOTE: You cannot pick (from among your staff or agents) who to enable or disable the avatars from showing up in the messenger. You can only either enable or disable the feature entirely.

Prerequisite

• To edit the Help Center templates, you will need an admin account with the 'Manage the Help Center' permission.

Solution

1. Sign in to Kayako and click the Help Center icon on the left panel.
   
   

2. Click the Customize button on the top toolbar (right-hand side).

   
   

3. Click Customize templates.

   
   
   

4. From the Template drop-down, select Footer.
   
   

5. Add the following script after the existing code or after the final </div> tag. 

   <script type="text/javascript">
     setTimeout(function () {
         kayako.ready(function () {
    
           // gets the chat object from the iframe using its id
           var myIFrame = document.getElementById("kayako-messenger-frame");
    
           // Apply the property "contentWindow" to myIFrame object to retrieve the content of the iframe
           var content = myIFrame.contentWindow.document;
   
           // Creates the new style tag for the chat modifications 
           var style = myIFrame.contentWindow.document.createElement('style');
    
           style.innerHTML = `.widget__presence {  display: none !important; } .home__content.shrink[data-v-2fd5aee2] {height: 68px; !important}`;
    
           myIFrame.contentWindow.document.head.appendChild(style);
   
         })  
     })
   </script>

6. Click Save to save the changes.
   
   

Testing

Once you saved the configuration, follow these steps:

1. Go to your Help Center.
2. Click the messenger launcher icon and try sending a test chat.

Expected Result: You should no longer see the active teammate avatars.