Frequently Asked Questions

Why am I not receiving new-message notifications?

Check the client notification settings, operating-system permissions, and current channel connection status. If only one device is affected, check that device first.

Why was a conversation not assigned?

Follow Why Was a Conversation Not Assigned? to check automatic assignment, plugin bindings, and agent status.

Where do I configure the pre-chat form?

Edit the target chat plugin and open Information Collection. See Chat Plugin and Link.

How do I report an issue?

Use the contact page and include the time, device, system version, client version, and a screenshot with sensitive information removed.