Fix common Live Chat problems

Find out why a conversation, message, unread badge, sound, or email is not working as expected.

Start with the message you see or the item that is missing. Live Chat checks the workspace setting, plan, account access, and membership before it opens a chat.

Live Chat says it is disabled

The workspace Live Chat setting is off.

Ask a workspace owner or admin to open Company Settings → Portal Features, turn on Live Chat, and save.

If only clients are blocked, the admin should also check Portal live chat access.

An account conversation is missing

Check these items in order:

Make sure the team member has access to the client account.
Make sure the client is an active portal member for that account.
Check that workspace Live Chat and portal access are on.
Open the account chat settings and check Account group chat.
Select Show account group chat in portal if it is hidden.

Workspace membership alone does not open every account conversation. The team member also needs access to that client account.

If the people look right, check who can open an account conversation.

A channel is missing or will not open

The workspace trial may have ended, or the workspace may have been canceled.
An open channel may need to be joined from Directory → Channels.
A private channel needs an invitation. Workspace owners and admins can find it and join after a warning.
The channel may have been removed from active use with Delete channel.
A channel with client members can be unavailable while portal access is off.

Ask an active member to add you if the channel is private.

Before removing a channel from the active list, check its access and members.

A direct message is missing or will not open

The workspace trial may have ended, or the workspace may have been canceled.
One person may no longer be an active member.
Portal access may be off.
A team member may have lost access to the client contact's account.
The DM may be archived in your sidebar. Start a new message to the same person to reopen it.

Sydnee uses one DM for each pair. Starting it again reopens or restores that chat. It does not make a duplicate.

My client cannot message another client

This is expected. Portal users cannot direct message other portal users.

Use the account conversation, add both people to a channel, or ask the client to DM an eligible team member.

A conversation still shows as unread

Open the conversation.
Keep the Sydnee window visible and focused while the messages load.
Return to the chat list and check the unread dot again.
To clear all unread items, open the sidebar action.
Select Clear all unread.
Refresh the page if the saved state is clear but the dot remains.

Replying does not always clear your own unread state by itself. Opening the conversation is the safer action.

I did not hear a sound or get an email

Start with the conversation's Notifications tab. Then check Personal Settings → Live Chat.

If the chat is not muted and alerts are not paused, check browser permissions. Also check New unread email. The unread badge is the reliable way to find messages when an alert is skipped.

Read Set Live Chat notifications for the full alert, sound, email, and device checks.

The problem is still there

Record the chat name, what you clicked, what you expected, and the time. Do not copy private message text unless support asks for it.

Team members can use Send diagnostics to support in Live Chat browser-alert settings when it is available.