- The chat button doesn't show on my store
- Visitors say nobody answers
- The AI doesn't answer, or says it doesn't know
- Replies by email don't arrive or don't come back
- A visitor doesn't show under Live visitors
- I can't see Help Desk, or a feature says it needs a plan
- The app shows a message when it opens
- Still stuck?
Most problems come down to a switch that is off, a plan limit or a consent choice. Find yours below.
The chat button doesn’t show on my store #
- In the theme editor, open App embeds and check that Live chat is on and saved. See Getting started.
- Under Widget › Look and texts, check that Show the chat on the store is on, then click Save.
- If the theme has more than one version, check the embed on the theme that is published.
- Reload the storefront in a browser that has passed your store’s password page, if it has one.
The setup step ticks itself a minute after a storefront page has reached the app.
Visitors say nobody answers #
- Check Routing and hours › Who answers. With the default, a person answers if one is online, else the AI, else it goes to email.
- With Use office hours on, operators show as away outside your hours unless they switch themselves on.
- Operators set to away are skipped. See Away after no activity (minutes) under Settings › Operators in Who answers, office hours and email.
- If the AI is meant to step in, check that AI Chatbot on is switched on and saved. See The AI chatbot.
The AI doesn’t answer, or says it doesn’t know #
- AI Chatbot on must be on. A routing rule can also turn the AI off for some chats.
- Open AI Chatbot › Knowledge and check that the product, page or policy is ticked. Items not updated for 12 months are left out; open one and choose Allow anyway if it is still right.
- Use Test a question to see what the AI would read for that question. If the right page isn’t in the list, tick it, click Check now or add an answer under Answers.
- When your plan’s AI chats run out, or the Monthly budget (US$) is reached, new chats go to a person or to email. See Plans, AI chats and limits.
Replies by email don’t arrive or don’t come back #
- Under Settings › Email, click Send a test email and check the address it comes from.
- Ask the visitor to look in their spam folder.
- A visitor can stop emails about a conversation with the link in each email. After that no more emails about it are sent.
- To answer your support address in the inbox, forward it to your chat mailbox (shown under Settings › Email with a Copy button).
A visitor doesn’t show under Live visitors #
Visitor tracking follows your consent setting. Under Settings › Privacy, Visitor tracking needs decides whether a visitor counts before they say yes. A visitor who declined cookies can still chat and appears in the list once they start a chat. See Privacy, consent and your data.
I can’t see Help Desk, or a feature says it needs a plan #
The Help Desk needs the Ultimate + Help Desk plan. Some limits, such as the number of websites and files the AI may read, depend on your plan too. Compare plans on the Plan page. See Plans, AI chats and limits.
The app shows a message when it opens #
The first time it opens, the app prepares your chat mailbox and publishes your chat settings. If that fails, click Try again, or Open the inbox anyway. Nothing is lost and the next open tries again.
Still stuck? #
Write to us from the contact page on our site and tell us your store address, what you expected and what happened.
