Why you stopped getting chats

Two different problems wearing the same clothes. Work out which you have first: is it only you, or everyone?

If it is only you

Check your status. Away and do not disturb both stop chats reaching you. See Available, Away and Do not disturb.

Check your rota. If you keep working hours under Settings → Availability, it may have set you away at the end of a shift and you have not noticed.

Check your notifications. You may be getting chats and not being told, which feels identical from where you are sitting. Why you’re not getting notifications goes through it.

Check the filter. If the inbox is on Mine, it shows only what is assigned to you, and on a quiet morning that can be nothing. Open and Unassigned are where the work is.

If it is everyone

Check the website is not paused. Settings → Websites → your site. A paused widget does not appear at all, and a fortnight later nobody remembers switching it off. See removing the widget temporarily.

Check your opening hours. A timezone set wrongly, or a day left closed, will quietly turn the widget off for part of the week. The clue is that it stops and starts at the same time each day.

Check the widget still loads. Open your own site in a private window. If the launcher is missing, this is not an availability problem at all: the widget isn’t appearing is the article you want, and a deploy that dropped the snippet is the usual cause.

Check the domain list. A new domain, a site move, or a checkout that moved to a subdomain will stop the widget loading there while it carries on working everywhere else. Allowed domains.

If it is genuinely quiet

Look at the dashboard rather than the inbox. Chats this week against last week tells you whether this is a quiet Tuesday or something that has broken. A number that went to zero on a particular day is a configuration change; one that drifted down is a season.

Last updated 22 September 2026.