Salesforce Live Agent chat button not appearing after switching users with Live Agent feature license

Question

The Chat to Agent button is not appearing on our website.

It was working fine, then I changed the users who had the Live Agent feature license and also added them to the Permission Set; and now the button will not appear.

Live Agent Configuration

1. Live Agent Permission Set:

   • Full access to object: Live Chat Transcripts
   • Full access to object: Live Chat Visitors
   • Full access to object: Live Agent Sessions
   • Service Presence Statuses Access: Available - Live Agent is selected

2. Live Agent Chat Button

   • Routing Type: Omni-Channel Queues
   • Is configured to use the Live Agent Queue

3. Live Agent Configurations

   • Has the users assigned

4. Users configuration

   • Live Agent Feature license ticked
   • Service Cloud User Feature license ticked

5. Omni-Channel Settings

   • Enable Omni-Channel is ticked
   • Enable Skills-Based Routing is not ticked

6. Default Presence Configuration

   • Capacity of 2

7. Presence Statuses

   • has a presense of Available - Live Agent which has Live Agent as the selected channel

8. Routing Configurations

   • has a Live Agent Routing Config which is configured to use queue Live Agent Queue
   • Routing Priority of 1
   • Routing Model of Most Available
   • Units of Capacity of 1.00

9. Live Agent Queue

   • has the correct users selected.

10. Live Agent Settings

    • Enable Live Agent is ticked

11. Live Agent Skills

    • There is a skill and the two users have been added to the skill.
    • NOTE: We are not using Skills.

QUESTION

1. Why won't the chat button appear?
2. What am I missing?

Answer 1

The configuration must be fine because the following day Live Agent started to work again.

I suspect user error... i.e. they weren't logged in, when they said they were.