Troubleshoot Your Website Live Chat Widget

Troubleshoot Your Website Live Chat Widget

Find why Live Chat is missing, duplicated or not reaching Inbox, and separate website installation problems from AI response settings.

Use this checklist when your website chat does not appear or a visitor's message does not reach your team. The preview in Office shows the appearance; it does not prove that the widget is installed on your public website.

1. Check the correct location and enabled state

1. In Office, select the location that should receive the messages.
2. Open Settings → Live Chat → Settings.
3. Check Integration enabled. The widget only loads on the website while this is on. In the example below it is off.
4. Review Business URL and save any intended changes with Save settings.

2. Check the published installation

Open the Widget tab and compare its Widget ID and installation code with the code on your published website. Use the code from the intended location, not another account or a development environment.

• If you use the existing-website option, include the supplied head snippet and the snippet before the closing body tag.
• If you use the full-page template, it already includes the installation code. Do not combine both approaches or install another copy through a plugin or tag manager.
• Make sure the code is in the published site or shared template, not only in the website builder's draft.

3. Test the website as a visitor

Open the published page in a private window, reload it and look for the launcher. If it works in one browser but not another, compare browser extensions or content blocking. If it appears twice, ask your website administrator to find duplicate installations. Keep the widget code unchanged when checking placement.

4. Trace a test message into Inbox

1. Send a short, non-sensitive test message through the public website widget and record the time and page URL.
2. Open Conversations → Inbox in the matching Office location. Check that filters are not hiding the conversation.
3. Reply from Inbox and confirm the visitor receives the response.

If no incoming message appears, recheck the location, Widget ID and published installation. If it appears in Inbox but the assistant does not answer, review the assistant's connected web-chat channel, enabled state and response delays. Receiving a message and receiving an AI reply are separate checks.

When asking for support

Include the public page URL, location, test time, browser, and whether the widget appears, sends a message or receives a reply. A screenshot of the error is useful; exclude private conversations.

Related: Set Up Live Chat · Why Your Conversational Agent Is Not Replying.

Need help?

Contact info@zonitel.com with the location, assistant or page involved, what you expected, and the date and time of your test. Do not include passwords or private customer messages.