{"Status":true,"Message":"","Response":{"post":{"postuid":"c9329be7-8568-43bf-acd2-810f57df5e83","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Troubleshooting Chat","slug":"article/troubleshooting-chat","html":"\u003Cp\u003ECommon chat problems and how to fix them. When the messenger has a problem it stays invisible rather than breaking your page, so start with your browser\u0027s developer console and look for a \u003Ccode\u003E[HelpGuides Messenger]\u003C/code\u003E message.\u003C/p\u003E\u003Ch2 id=\u0022the_chat_button_doesnt_appear\u0022\u003EThe chat button doesn\u0027t appear\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EConsole message\u003C/th\u003E\u003Cth\u003EFix\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EUnknown app_id\u003C/td\u003E\u003Ctd\u003EThe snippet\u0027s \u003Ccode\u003Eapp_id\u003C/code\u003E is wrong. Copy the snippet again from Messenger settings.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EChat isn\u0027t turned on for this account\u003C/td\u003E\u003Ctd\u003EContact HelpGuides support to turn chat on for your account\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EThis messenger is switched off\u003C/td\u003E\u003Ctd\u003ESwitch on \u003Cb\u003ETurn the messenger on\u003C/b\u003E in Messenger settings and save\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EThe messenger is not allowed on this website\u003C/td\u003E\u003Ctd\u003EAdd your domain under \u003Cb\u003EAllowed websites\u003C/b\u003E, or leave that list empty\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EIdentity verification failed\u003C/td\u003E\u003Ctd\u003E\u003Cb\u003ERequire verification\u003C/b\u003E is on and the \u003Ccode\u003Euser_hash\u003C/code\u003E is missing or wrong. See \u003Ca href=\u0022/article/chat-identity-verification\u0022\u003EChat Identity Verification\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EIf there\u0027s no message at all, check the snippet is on the page, and before \u003Ccode\u003E\u0026lt;/body\u0026gt;\u003C/code\u003E. See \u003Ca href=\u0022/article/installing-the-chat-messenger-on-your-website\u0022\u003EInstalling the Chat Messenger on Your Website\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022i_dont_see_inbox_in_my_project\u0022\u003EI don\u0027t see Inbox in my project\u003C/h2\u003E\u003Cp\u003EChat isn\u0027t turned on for your account yet. Contact HelpGuides support.\u003C/p\u003E\u003Ch2 id=\u0022the_ai_always_says_it_couldnt_find_an_answer\u0022\u003EThe AI always says it couldn\u0027t find an answer\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EMake sure the relevant articles are \u003Cb\u003Epublished\u003C/b\u003E. The AI never uses drafts.\u003C/li\u003E\u003Cli\u003ECheck the project is ticked under \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003EKnowledge sources\u003C/a\u003E, and that its description matches the questions people ask.\u003C/li\u003E\u003Cli\u003EUse the unanswered questions list in \u003Ca href=\u0022/article/chat-reports\u0022\u003EChat Reports\u003C/a\u003E to see what\u0027s missing, then write those articles.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022the_ai_answers_from_the_wrong_project\u0022\u003EThe AI answers from the wrong project\u003C/h2\u003E\u003Cp\u003EMake each knowledge source\u0027s description more specific about what it covers and when to use it.\u003C/p\u003E\u003Ch2 id=\u0022nobody_on_the_team_was_told_about_a_conversation\u0022\u003ENobody on the team was told about a conversation\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003ECheck the conversation\u0027s team, shown in the inbox details panel, has a Slack channel or email addresses. Use the \u003Cb\u003ETest\u003C/b\u003E buttons in \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003ENotifications\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003EFor Slack, make sure Slack is connected in your project\u0027s Settings. For a private channel, invite the HelpGuides app to it.\u003C/li\u003E\u003Cli\u003E\u0022Alert when a visitor writes to the team\u0022 is skipped while a teammate is Available in the inbox, if \u003Cb\u003EOnly when nobody is online\u003C/b\u003E is on.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022a_visitor_never_received_our_reply_by_email\u0022\u003EA visitor never received our reply by email\u003C/h2\u003E\u003Cp\u003EFollow-up emails are only sent if the visitor gave an email, and hadn\u0027t already read the reply in the messenger. They go out a few minutes after your reply.\u003C/p\u003E\u003Ch2 id=\u0022a_visitor_lost_their_conversation_when_moving_to_another_subdomain\u0022\u003EA visitor lost their conversation when moving to another subdomain\u003C/h2\u003E\u003Cp\u003EBrowsers keep chat sessions separate for each domain. Set \u003Cb\u003EShare visitors across subdomains of\u003C/b\u003E in Messenger settings. See \u003Ca href=\u0022/article/installing-the-chat-messenger-on-your-website\u0022\u003EInstalling the Chat Messenger on Your Website\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022messages_only_appear_after_refreshing\u0022\u003EMessages only appear after refreshing\u003C/h2\u003E\u003Cp\u003ELive updates may be blocked by a firewall or proxy. The messenger falls back to checking for new messages every few seconds, so conversations still work, just with a short delay.\u003C/p\u003E\u003Cp\u003EStill stuck? Start from \u003Ca href=\u0022/article/helpguides-chat-overview\u0022\u003EHelpGuides Chat Overview\u003C/a\u003E, or contact HelpGuides support.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Troubleshoot common chat issues with HelpGuides: chat button missing, AI answers, notifications, email replies, subdomain chats, and message delays.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-09-26T16:45:30.93","date_updated":"2026-09-26T16:45:31.71","date_created":"2026-09-26T16:31:36.633"}}}