First check the embed, the registered origin, and the workspace identity. If the panel opens but the support journey is wrong, review bot modes, availability, and routing.
Before you begin
Use the actual website or device where the problem occurs. Keep the generated snippet available to your developer without sharing secrets.
Step by step
- Confirm the website loads the current embed or the native app uses the fragment generated for its selected platform.
- Compare the live origin with Registered embedder origins. Pay attention to protocol, hostname, and port.
- Regenerate from the correct workspace if its tenant, realm, or workspace identity was copied from another environment.
- For native apps, verify reachability of the widget host and gateway, plus JavaScript and persistent DOM storage.
- If the panel opens but the expected support path is unavailable, check Settings → Chatbot → Automation, agent availability, and routing rather than treating it as an embed failure.
What to check
You can identify whether the failure is installation, origin authorization, network reachability, workspace identity, or support-mode configuration.
Need to troubleshoot?
The site works but chat does not
Capture the time, origin, device/browser, and visible error for your administrator. Do not remove origin restrictions as a troubleshooting shortcut.
The issue follows only one device
Compare its network access and WebView/browser settings with a working device.