Fix common Live Chat problems

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

First, check your app version. Save drafts and let uploads finish before leaving this page.

Then find the message you see or the item that is missing. Before opening a chat, Sydnee checks your plan, settings, and access.

Live Chat says it is disabled

The workspace Live Chat setting is off.

Ask a workspace owner or admin to open Company Settings → Features, turn on Live Chat, and select Save Changes.

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, if available.
Select Show account group chat in portal if the control is available and the chat is hidden.

If the control is unavailable or the chat is still missing after access checks, contact support.

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 clients 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

Clients can talk together in an account chat or a shared channel. Direct messages connect a client with a team member.

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

A Healthcare chat message or upload failed

A failed sent message offers Retry in the conversation. Use that action to retry the same message. Your current draft stays in the message box.

If an attachment shows Upload failed, choose its Retry action. You can also remove an unsent attachment. Switching conversations keeps drafts and selected files during the same session. Before a full reload, copy unsent text and wait for uploads and pending sends to finish.

If the connection drops, give chat time to reconnect, then check the conversation for your message before sending it again. If you still see a failed row, use its Retry action. Read about chat drafts and attachments.

A PDF won't preview in Healthcare chat

Open the PDF's filename card again. Choose Refresh preview to load it again, or Retry preview if loading failed. A pending attachment becomes available after the message is confirmed. If the browser still can't show it, use the download action and open the file in a PDF reader.

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.
If the dot remains, keep unsent work safe before refreshing.

The portal dashboard card is a snapshot for that visit. Check the floating chat indicators for live unread changes, or leave and return to refresh the dashboard card.

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 → Notifications → Live chat.

If the chat is not muted and alerts are not paused, check browser permissions. Under This browser, turn on Live chat sounds and choose Test sound to check playback. For email, check Unread message emails. Healthcare chat groups unread-message emails into digests, so a new message may wait for the next group. The unread badge helps you find messages while an email is pending or 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.

In chat alert settings, open Troubleshooting → Support details → Review details. Some views label this Send diagnostics to support. Review Send alert details to support, add context, then choose Send to support only when ready.

The report shows the app build and recent alert checks from this page. It leaves out message text and credentials. A sound test checks browser playback. Check device volume and speakers too. An empty report alone doesn't tell you whether an alert arrived.

Clients can preview and use Copy details from portal chat alert settings, then share the report with your team. Keep private client content out of any added note.