Chat Availability Issues

Quick links in this article:

In this article we’ll work through the most common troubleshooting issues with Gnatta Chat availability.

PROBLEM: CORS Policy Error in the console

This error means the website you have added chat to has not been whitelisted by Gnatta. Make sure you’ve created accounts for both Live and test (or even local) areas - or if you’re using Advanced chat, let us know all areas you’re using chat for by raising a ticket via Service Desk.

PROBLEM: Chat is showing as “offline”

This means that there is no team set on the Gnatta chat instance, or the schedule for the team is currently out-of-hours: Adding Chat To Your Site | Connect a team to your account

PROBLEM: Chat button doesn’t open chat window

First, you need to check whether the code has been added correctly to your site. A quick way to check if its firing correctly is with your the browser Inspect tools. Try the following:

• Load the page where the issue is occurring

• Right-click to ‘Inspect’ the page

• In the console window, navigate to the Network tab

• Hit F12, and then click anywhere on your webpage

Open

Check for ‘Availability’ pings in the Network tab with a 200 status

If you don’t see any ‘Availability’ pings, your code has been installed incorrectly. Usually, this is because the API key is incorrect or has been placed incorrectly in your JavaScript snippet.

Please refer to the code snippets demonstrated within your account and ensure they are copied exactly. Adding Chat To Your Site

PROBLEM: Chat button doesn’t appear

This could be due to the code not being present when the page is initially loaded. The code snippets for chat must be present immediately when the page is visited - if you’re using Google Tag Manager, this may be interfering. Please ensure the code is placed directly in your website’s HTML.

PROBLEM: Agents aren’t receiving chats when online

If chats are not reaching agents and are instead populating into your fallback queues (via the fallback form in chat), check each of the following:

• Check your agents have capacity, and belong to the correct team. Managing Active Users

• Agents must set chats to a Closed status when they’ve completed the interaction, to remove it from their radar. Open chats will count towards their capacity limit. Interaction State vs Status Fields

• Agents must be in an Online state. User States

• Check that your team has permissions for the chat account. Adding Chat To Your Site | Connect a team to your account

• Check that your team is mapped to the relevant queue(s). Manage Your Teams | Assign to a queue

PROBLEM: Other interactions are being assigned before chats

If non-live interactions (such as emails or social queries) are filling up your agent radars whilst chats wait in a queue, the problem is likely to be in your queue priority. It is critical that chat and telephony queues are set to the highest priority (1).

For information on managing queues, check this article: Queue Setup