📱 Chatwoot app loses “Online” status when running in background

[Feeh03114]

Describe the bug

When the Chatwoot Android app is minimized or running in the background, the agent’s presence status changes from “Online (green)” to “Offline (gray)” after a short time.

Even with notifications enabled and battery optimization disabled, the agent is marked offline, which prevents auto-assignment from distributing new conversations.

Impact:

• Auto-assignment fails because the agent is detected as offline.
• Mobile agents do not receive new conversations while the app is in background.

To Reproduce

1. Install the official Chatwoot Android app.
2. Log in to a self-hosted Chatwoot instance (with HTTPS and auto-assign enabled).
3. Confirm that the agent appears Online (green) in the web dashboard.
4. Minimize the app (run it in the background).
5. Wait a few seconds or minutes — the agent status turns Offline (gray) automatically.

Expected behavior

The agent should remain Online as long as the device has an active internet connection and push notifications are enabled — similar to typical chat applications (e.g., WhatsApp, Telegram).

Environment

Docker

Cloud Provider

Other [please specify in the description]

Platform

Mobile

Operating system

Linux VPS Ubuntu 22.04 + Portainer 2.27.4

Browser and version

Chrome 141.0.7390.108

Docker (if applicable)

root@srv802232:# docker version
Client:
Version: 27.5.1
API version: 1.47
Go version: go1.22.2
Git commit: 27.5.1-0ubuntu324.04.2
Built: Mon Jun 2 11:51:53 2025
OS/Arch: linux/amd64
Context: default

Server:
Engine:
Version: 27.5.1
API version: 1.47 (minimum version 1.24)
Go version: go1.22.2
Git commit: 27.5.1-0ubuntu324.04.2
Built: Mon Jun 2 11:51:53 2025
OS/Arch: linux/amd64
Experimental: false
containerd:
Version: 1.7.24
GitCommit:
runc:
Version: 1.1.12-0ubuntu3.1
GitCommit:
docker-init:
Version: 0.19.0
GitCommit:
root@srv802232:# docker info
Client:
Version: 27.5.1
Context: default
Debug Mode: false

Server:
Containers: 22
Running: 22
Paused: 0
Stopped: 0
Images: 155
Server Version: 27.5.1
Storage Driver: overlay2
Backing Filesystem: extfs
Supports d_type: true
Using metacopy: false
Native Overlay Diff: true
userxattr: false
Logging Driver: json-file
Cgroup Driver: systemd
Cgroup Version: 2
Plugins:
Volume: local
Network: bridge host ipvlan macvlan null overlay
Log: awslogs fluentd gcplogs gelf journald json-file local splunk syslog
Swarm: inactive
Runtimes: io.containerd.runc.v2 runc
Default Runtime: runc
Init Binary: docker-init
containerd version:
runc version:
init version:
Security Options:
apparmor
seccomp
Profile: builtin
cgroupns
Kernel Version: 6.8.0-85-generic
Operating System: Ubuntu 24.04.2 LTS
OSType: linux
Architecture: x86_64
CPUs: 2
Total Memory: 7.755GiB
Name: srv802232
ID: c462bf02-9bcf-4b9d-8c7d-0c5d2aea1212
Docker Root Dir: /var/lib/docker
Debug Mode: false
Experimental: false
Insecure Registries:
127.0.0.0/8
Live Restore Enabled: false

root@srv802232:# docker-compose version
docker-compose version 1.29.2, build unknown
docker-py version: 5.0.3
CPython version: 3.12.3
OpenSSL version: OpenSSL 3.0.13 30 Jan 2024
root@srv802232:#

Additional context

This issue directly affects auto-assignment logic, which depends on the agent’s “Online” presence.
Even with all Android battery and notification permissions set to unrestricted, the app loses the WebSocket connection when in background.

Suggestion:
Implement a keep-alive mechanism (e.g., heartbeat via FCM or background service) to preserve the agent’s presence state while the app runs in the background.