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A missing launcher, a chat connection error and an unavailable agent can have different causes. Start with the symptom you can see.

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Check as a visitor

  1. Confirm the website itself loaded.
  2. Check that your connection is working.
  3. Open the widget if its launcher is visible.
  4. Read any displayed error.
  5. Select Retry if offered.
  6. If it still fails, try the same website in another normal browser.
If the launcher is absent, tell the website owner it is missing. Otherwise report the exact error and whether the issue affects only one browser or other visitors too. Use Prepare a useful report for the details. The widget can report trouble establishing its chat session when cookies, privacy tools or a network filter interfere. Review whether the site is permitted under your browser or network’s normal settings. On a managed device, ask its administrator for help. Keep passwords, verification codes and payment details out of a problem report.

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Check public availability

For an agent you manage:
  1. Open Home.
  2. Select the intended agent.
  3. Open Deploy.
  4. Read the launch card.
If it is not Live, inspect Launch settings. Public use requires the agent to be Published and public access to be on. Resolve any missing name or instruction requirement in Build → Settings, then wait for changes to save. Make your agent live gives the full launch procedure. Direct link controls the separate standalone destination. It does not need to be on for the embedded website widget. Once availability is correct, continue with Check website installation for a missing launcher or Check allowed websites for a site restriction.

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Check website installation

If you are elsewhere, open Home, select the intended agent and open Deploy. Then continue below.
  1. In the intended agent’s Deploy area, open Embed on a website.
  2. Select Copy code for the current embed code.
  3. Have the website manager confirm that code is in the intended code location.
  4. Confirm the website change was published.
  5. Open the published site again.
  6. Open the widget if its launcher appears.
An unpublished website draft can contain the code while the public page does not. Put your agent on your website explains placement and publication. If the launcher remains missing, prepare the report below. If it appears but reports a website restriction, continue with Check allowed websites.

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Check allowed websites

From Home, select the intended agent and open Deploy → Embed on a website. Inspect Allowed websites. If that panel is already open, start with this list check. When restrictions are enabled with saved entries, the actual website hostname must match an allowed rule. Check www and other subdomains. Wait for the hostname to appear in the saved list before relying on it. An enabled switch with an empty list does not establish a restricted list. Limit which websites can show your agent explains the rule choices and saving. Then reopen the published website and check the widget again.

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Prepare a useful report

Include:
  • Website address and agent name.
  • Device and browser.
  • Exact message, if shown.
  • Whether the launcher appears.
  • Whether the same problem affects other visitors.
  • Which checks above you completed.
Visitors can give this to the website owner. Creators can use Get help from a person if the cause remains unclear. The working result is the intended widget opening and connecting on the published website. A copied snippet, saved hostname or Retry click alone does not establish that result.