Chat widget isn't showing up

The diagnostics panel, and what each failing check means.

Chatbot & Live ChatEnterprise

Settings → Chat widget has a diagnostics panel that checks the whole chain. Work down it in order.

Check	If it fails
Entitlement — chat entitled	Your plan doesn't include Live Chat. It's Enterprise-only and fails closed by design.
Widget config — enabled	The master toggle is off. Turn it on and save.
Loader will serve — chat enabled	The loader isn't being told to include chat. Usually resolves within a minute of saving; if not, the entitlement mirror below is the cause.
Redis — mirror populated	Redis is reachable but the entitlement mirror was never written — normally a configuration mismatch between services. Contact support with this diagnostic open.
Live bus — reachable	Real-time push is down. Conversations still work over REST, but you won't see messages arrive without refreshing.

The tracking snippet must also be installed and loading. If Sessions is empty too, this isn't a chat problem — start at Verifying your installation.

Enable it, index your content, and check the diagnostics panel.

The five causes, in the order they're worth checking.

Still have a question?

Support is included on every plan, including Free. Tell us what you're trying to do and we'll point you at the right page — or fix the docs.