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Check that chat is live on your site

Confirm the chat widget is working using the Install tab's last-seen list, a test chat from a private window and a quick checklist of common fixes.

Last updated 2 min read

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After pasting the snippet, take two minutes to prove that chat works end to end: the widget loads, a message reaches your inbox and your reply reaches the visitor. This guide shows how, and what to check if something is missing.

Before you start

  • Who can do this: anyone in the workspace can test; owners and admins can see the Install tab controls.
  • Plan: all plans.
  • What you need: the snippet already on your site, and a second browser window (a private window is ideal).
  • Time: about 2 minutes.

Step by step

  1. Open your website in a private or incognito window.
  2. Look for the chat button in the corner and press it.
  3. Send a short message, such as "Test chat".
  4. In Hushdesk, open Settings > Chat widget, then the Install tab. Under 3. Check it’s live, your site appears with a green dot and "last seen" with the time.
  5. Open the Inbox. Your test appears as a new chat ticket.
  6. Reply from the inbox. The reply appears in the private window at once, and the visitor sees your typing.
  7. Close or mark the test ticket as spam when you are done.

What happens next

Once the widget has been seen on a site, Home ticks off Add live chat to your store and the Live chat row under Channels and apps shows On your site.

If the widget does not appear

Work through this list in order:

  1. Is the snippet saved on the live site? On Shopify, check the live theme, not a draft copy.
  2. Is a cache serving old pages? Clear any caching or optimisation plugin, and your CDN if you use one.
  3. Is a script optimiser delaying it? Exclude helpdesk.js from "delay JavaScript" or "combine scripts" features.
  4. Is the address allowed? The chat window says This chat is not available on this site. when it is not. See Choose which sites can show chat.
  5. Is an ad blocker on? Try a private window with extensions off.

Tips

  • Test on a phone too. Check that the button does not cover your cart bar.
  • Keep the Install tab open while testing; refresh it to see the "last seen" time update.
  • The list shows up to ten sites, most recent first, so old test sites drop off by themselves.

Troubleshooting

"Not seen on your site yet. Open your store after pasting the code; it shows up here within a minute."

No page with the snippet has loaded on an allowed site yet. Open a public page of your site, wait a minute, then refresh.

"Session expired. Reload the page."

The visitor's chat session ended, for example after a long time in a background tab. Reload the page and the chat continues.

"Too many requests. Wait a moment."

Many messages were sent very quickly from one chat window. Wait a few seconds and try again.

"We are getting a lot of chats right now. Try again in a minute."

Too many new chats started in a short time from one place. This protects your inbox from floods. Wait a minute.

"Something went wrong. Please try again."

The chat window could not reach Hushdesk. Check your connection and reload the page.

Frequently asked questions

How do I know if my chat widget is installed correctly?

Open Settings, Chat widget, Install and look under Check it's live. Each site where the widget has loaded is listed with a green dot and a last seen time. If your site is listed and a test message from a private window reaches your inbox, the install is working.

Why is my chat widget not showing on my website?

The usual causes are a snippet saved on the wrong theme or page, a caching plugin serving old pages, a script optimiser delaying or blocking it, or an address that is not on the allowed list. Check each one in turn, then open the site in a private window.

How long does it take for my site to appear in the last seen list?

Usually under a minute after a real page with the snippet loads. The list is refreshed at most every ten minutes per site, and it keeps the ten most recent sites. Refresh the Install tab after you open your site in another tab.

Can I test chat without a customer?

Yes. Open your website in a private or incognito window, press the chat button and send a message. It appears in your Hushdesk inbox as a new chat ticket within seconds. Reply from the inbox and watch the answer arrive in the private window.

Does a test chat count toward my plan's limit?

A test chat is a real conversation, so it is handled like any other chat ticket. If you want to keep your numbers clean, close the test ticket or mark it as spam once you have checked the round trip. A handful of tests will not matter for any plan.

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