On this page
Start with the two checks that solve most problems: is Enable live chat saved, and is the page’s domain in the site’s allowed domains?
The chat bubble doesn’t appear
| Check | How |
|---|---|
| Chat is switched on | Chat settings › Appearance → Enable live chat is on and saved |
| The page was reloaded | Pages open before you switched chat on need one reload |
| The domain is allowed | Add the exact domain, including www or other subdomains |
No data-chat="false" | Look at the script tag on that page |
| Not hidden on mobile | Hide bubble on mobile hides it in narrow windows and phone browsers |
| The script itself runs | Your browser’s network tab should show client.js, then widget.js |
The visitor can send, but nothing reaches the inbox
If this month’s conversation quota is used up, new visitors see a message form instead of a live chat. Their messages arrive as offline messages. Check Chat plan & usage.
No sound for new messages
The inbox sound toggle may be off, the tab may be muted, or the browser hasn’t been allowed to show notifications. Allow notifications for the dashboard in your browser’s site settings.
Translation does nothing
Two-way translation needs a plan that includes it (from Pro) and must be switched on in Greeting & translation. If a translation doesn’t finish in about three seconds, the original text is sent and the inbox shows that translation failed.
“Disconnected” appears
Both the visitor window and the inbox reconnect on their own, waiting a little longer each time. The conversation is still there; send again once it’s back.
I’m online, but visitors see the offline greeting
Outside office hours the offline greeting is used even if you’re marked online. Inside office hours, at least one agent must be Online — Away and Offline don’t count.
My site has a strict Content Security Policy
Allow the script host, the chat connection and the page inside the chat window. See Allowed domains and content security policies.