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The chat isn't showing on my website

  • Who Owner, Admin
  • Plans All plans
  • 10 minutes

Work down this list: each step rules out one real reason the chat button stays hidden. Most shops find it in the first four.

Steps

  1. Open Settings ▸ Installation and press Test Widget. If the chat shows on that page, your workspace is fine and the problem is on your website.

  2. On the same page, check Live chat (widget + chat page) under Contact channels is switched on. While it's off, the chat stays off everywhere, so turn it on and press Save changes.

  3. Check you have a plan in Settings ▸ Billing & Plans (on Shopify, in the Chattoko app in your Shopify admin). Without one, such as after a cancelled plan ends, the chat stays hidden.

  4. On Shopify, the Shopify card on Installation should say On in your live theme. If it says Off in your live theme, press Turn on in Shopify, then Save in the theme editor.

  5. Changed or published a theme on Shopify? Switch the chat on in the new live theme too, the same way.

  6. On any other website, paste the code from HTML Embed (Any Website) just before the closing body tag, so it's on every page. Copy it whole from Installation: it carries your workspace ID.

  7. In Settings ▸ Appearance ▸ Visibility and position, check Display is on under both Desktop and Mobile, then press Save changes.

  8. Clear your website's cache (a caching plugin, your host or your CDN), then open your site in a private window.

  9. If it's still missing, open your browser's developer console on your site: a line starting with [Widget] says why the chat didn't start.

Check it worked

Open your website in a private window: the chat button sits in the corner, and a test message you send shows up in Inbox ▸ Conversations.

If it didn't work

It shows on a computer but not on a phone.
Turn on Display under Mobile. If it's hidden behind a rewards button or a cookie bar, raise Distance from the edge (px) for Mobile.
The chat disappears when we close.
In Settings ▸ Appearance ▸ Advanced, turn on Show the chat outside opening hours and save.
Two chat buttons show on my Shopify store.
The app embed and a pasted code are both on. Remove the pasted code from your theme: on Shopify, the app embed is all you need.

Related

Updated

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