Website chat not appearing

If the chat button does not show on your website, the cause is almost always in how the snippet is placed or in one of the channel's settings. Go through these checks in order, and reload your site after each change.

1. Check the snippet

1. Open Settings, then Inboxes, and select the settings button next to your website channel.
2. On the General settings tab, select Script above the preview, then Copy.
3. Compare it with what is on your site. It must be the whole snippet, unchanged, with this channel's own websiteToken.
4. Make sure it sits inside the <body> tag, ideally just before </body>, in the template that every page uses, not in one page only.
5. If your site or your hosting caches pages, clear that cache, then open the site in a private window.

The full steps are in Add website chat.

2. Check Allowed Domains

On the Configuration tab, Allowed Domains limits which sites may show the chat. When it is filled in, the browser blocks the chat window on any address that is not listed.

• List every address your site opens at. example.com and www.example.com are two different addresses, so add both if your site answers on both.
• Enter domains only, without https:// or a path, separated by commas.
• Select Update to save, then reload your site.

Left empty, any site can show the chat.

3. Check your own code and site settings

• If your site sets hideMessageBubble: true in window.hadirSettings, the chat button is hidden on purpose, and the chat opens only from your code. See Website chat SDK.
• If your site sends a Content Security Policy, it must allow https://app.hadir.chat to load scripts and frames; otherwise the browser refuses the chat. Your developer or hosting provider can add it.

4. Is the workspace paused?

When the trial ends without a plan, or an invoice stays unpaid past its date, the workspace is paused and the chat stops loading on your site. It comes back once the owner pays from Plan and billing; see Plans and changing plan.

The chat shows, but signed-in customers are not recognised

This concerns sites that pass the customer to the chat with setUser (see Verify visitor identity).

• When Require identity validation for all conversations is on, a setUser call without a valid identifier_hash is refused: the customer is not identified, and your page receives the hadir:error event.
• The hash must be computed on your server from the same ID you pass to setUser, with the channel's current secret key.
• If someone selected Regenerate key, the old key stopped working at once. Copy the new key from Identity Validation on the Configuration tab and update your server.

Outside business hours

There is no setting that hides the chat outside your hours. With business hours on, the chat stays on your site and shows visitors your hours, and your unavailable message reaches customers who write while you are closed. See Business hours.

Note: the teaser, the welcome card and the buttons to other channels appear only with the New design on, and the teaser shows at most once a day per visitor. See Customise website chat.