Frequently asked questions and troubleshooting

The chat does not appear on my website

• Is the snippet on this page? It has to be on every page the chat should appear on. Check it with Embedded — did you find us? under Get started or on the project page.
• Is the domain right? The website must be entered under Allowed origins in the project. Otherwise the widget shows “The chat is not enabled for this page.” Remember variants with and without www and test environments.
• Is the key right? “The chat is not set up here.” means: the site key in the snippet does not belong to any active project.
• Is the project active? A paused or archived project does not load a widget.
• Is a consent banner holding the script back? Then the chat only appears once the visitor has agreed.
• Is your Content Security Policy blocking the script? What it has to allow is described in Embedding the widget.
• Have you hidden the button? With “Only via your own links” or data-rc-hide-launcher no bubble appears; see Open the chat from your own link or button.

The window opens, but messages do not arrive

• Do you serve loader.js yourself? Then you need data-rc-ws-url on the snippet. Without it the widget looks for the chat connection in the wrong place and keeps trying silently; see Embedding the widget.
• Does a company network block WebSockets? Then the chat automatically continues over HTTPS, provided your Content Security Policy allows the https:// address; see HTTP fallback.
• Are you testing in the preview? Messages from the preview in the account deliberately do not reach the desk. Test on your real website.

I see no conversations in the desk

• Is the right project selected? You switch the project at the top of the desk; next to it is how many conversations are open per project.
• Are the sections collapsed? “Snoozed” and “Old · answered” are collapsed by default.
• Are you restricted to projects? Then you only see the conversations of those projects. “No project assigned to you” means that no project has been assigned to you yet.
• Is a tag filter active? A second click on the tag in the list header clears it.
• Does it say “not connected” at the top? Reload the desk. If the sign-in to the agent channel appears, sign in again; the access is valid for a few hours at a time.

I cannot reply

• Are you a viewer? Viewers can only read. The owner changes the role.
• Does it say “{name} is handling this conversation”? A colleague is working on it right now. With Send anyway you write nonetheless and take over.
• “The reply is too long”? At most 4000 characters per message.
• A command is not recognised? It has to be at the start of the line; /help shows the syntax.

The AI assistant does not answer

• Is it switched on? For new projects, Let the assistant answer is off.
• Has someone taken over the conversation? Then the assistant stays silent until you hand it back with Return to AI.
• “A lot of questions are arriving here at once right now …”? The website's AI allowance is used up for this minute; see Plans and limits.
• Was it a job application? Then a person always takes over.
• Is an own AI node set to “Own node only”? If it cannot be reached, there is no AI answer.

The assistant hands over too often or answers wrongly

• Has the website been read in? Check in the knowledge base when the last crawl ran and how many pages are in the AI.
• Is the knowledge missing? The Knowledge gaps page shows which questions remain open. Store an improved answer there or write a help article.
• Is the topic range too narrow? “Our website only” hands over most often.
• Why did it answer like that? The AI log shows the sources and the check result for every answer. An answer marked “flagged, replaced” was held back because a detail was not backed up.
• Is an area blocked? The assistant reads nothing from blocked areas.
• Is a detail on your website wrong? The assistant repeats what is there. Correct the source and run the crawl again.

Ideally, change settings with a test run before you put them live. With Versions you go back to an earlier state.

I do not get notifications

• Email: is something other than “Off” selected in the project under Email notification? The mail only goes to owners and admins, and only when nobody is connected to the desk. Have you unsubscribed under Account, Notifications?
• Push: is push enabled on this device and allowed in the browser? Do you have the desk open at the moment? Then no push comes. On the iPhone, push only works from the home screen app, from iOS 16.4.
• Bell: “Blocked by the browser” means that you have to grant permission in the browser's site settings.

Invitation and sign-in

• “Wrong account” when accepting an invitation: you must be signed in with exactly the address the invitation went to.
• Invitation expired: it is valid for 7 days. Ask for a new one.
• “All seats of this plan are taken”: members and open invitations count together. Revoke open invitations or switch plan.
• “Sign-in failed.”: after 5 failed attempts the account is locked for 15 minutes. Use Forgot your password?.
• Lost the phone with the authenticator app: sign in with one of your recovery codes and set up two-factor sign-in again.
• Confirmation link expired: it is valid for 60 minutes. Request a new one.

An integration or a channel does not work

• “With errors” or “Temporarily suspended”: the service failed to answer repeatedly. Check the credentials with Edit and reactivate the integration.
• Failed deliveries shows which events did not arrive.
• Many connections have not yet been tried out against the live service (see Integrations and Channels). Tell us what does not work.

Is reactive.chat having problems right now?

The public status page at /status shows the state of the individual parts and the last 90 days.

Getting help

• Send feedback at the top of the account sends us bugs, ideas and praise directly from the page you are on.
• You reach the contact form via the support button on the public pages.
• Complaints and claims: Complaints.

The other parts of the documentation: Technical integration for developers and Customisation for appearance, texts and behaviour.