This article outlines some common issues you might experience with Chat and steps you can take to fix them.
Triggers aren't working as expected
Depending on their IP addresses, some visitors' locations might only show the country, not the city or region. Because of this, triggers with the Visitor city or Visitor region might not catch all the visitors you intended.
If you're using the Visitor page URL condition, keep in mind that some websites might not run the URL with "http://" at the beginning. Double-check that the URL you're using in the condition matches the URL that appears in your browser when you visit the site.
Note that in order to insert an email address in a trigger action, you need to use two @ symbols instead of one. For example, enter support@@zendesk.com instead of email@example.com. You'll get an error message and won't be able to save a trigger with an email address with only one @ symbol. When the trigger fires, it will display with just the one @ sign.
When using the Visitor search engine
Widget doesn't appear on your site
If the chat widget isn't showing up on your website, first make sure that it's not disabled.
- Select Settings > Widget.
- Click the Settings tab.
- In the Hide Widget section, make sure the Turn off Chat Widget check box is not selected.
- If you've unchecked the box, click Save Changes.
Chat emails not being received
If you're not receiving expected emails from Zendesk Chat, check your spam folder to see if they've been filtered out. To make sure you get them in the future, add firstname.lastname@example.org to your email account's whitelist.
Another common reason you might not be receiving Chat emails is if you're using a group address as your contact email. Make sure that your contact information is an individual email address.
Issues with the mobile app
If you're experiencing problems with the Zendesk Chat mobile app, try reinstalling the app and restarting your mobile device. You should also check your device's settings to verify that notifications are enabled for the app.