Tawk.to Chat Troubleshooting Guide

When tawk.to widgets stop appearing, fail to send messages, or go offline, it is usually due to browser restrictions, code implementation issues, or account status settings. This guide outlines the most common issues and their solutions.

1. Widget Not Appearing on Website
If the widget is invisible on the live site, check the following:

• Browser Cache & Incognito: Ask the user to check the site in an Incognito/Private window. If it appears, they need to clear their browser cache and cookies.
• Browser Extensions: Ad-blockers or privacy extensions (e.g., Malwarebytes, Ghostery) can block tawk.to. Ask the user to temporarily disable extensions to confirm.
• Verify Code Installation: The JavaScript snippet must be placed just before the closing </body> tag on all relevant pages.
• Localhost Restriction: The script will not work on a local machine (localhost). It must be uploaded to a live server.
• Content Security Policy (CSP): If the site uses strict security headers, it might block the widget. Whitelist the following domains in your CSP: *.tawk.to, cdn.jsdelivr.net, ws://*.tawk.to.

2. Widget Appears Offline
If the widget is showing "Leave a Message" or is offline, check the operator status:

• Check Agent Status: Log in to the dashboard and check the agent profile picture in the lower-left corner. It must be set to Online or Away.
• Check Invisible Mode: If the status is Invisible, the widget will appear offline to visitors.
• Verify Property: Ensure the agent is logged into the correct property/website.
• Check Widget Scheduler: Verify if the "Widget Scheduler" is active and blocking hours.

3. Not Receiving Notifications (Desktop/Mobile)

• Browser Notifications: In the dashboard, go to Profile Icon -> Edit Profile -> Notifications and ensure they are enabled. Check browser settings to ensure https://dashboard.tawk.to is allowed to send notifications.
• Android/iOS Power Saver: Mobile apps might be restricted by battery saver settings. Ensure the app is allowed to run in the background. On Android, check Settings > Apps > tawk.to > Battery Optimization and set to "Don't Optimize".
• Do Not Disturb: Ensure "Do Not Disturb" or "Focus Mode" is off on the mobile device.

4. Message/Image Loading Issues

• Content Security Policy (CSP): If images within the chat do not load, it is likely a CSP issue. Whitelist s3.amazonaws.com and tawk.link in the CSP directives.
• Third-Party Cookies: For WordPress users, ensure third-party cookies are enabled in the browser, as the plugin relies on them for tracking.

5. Troubleshooting Steps for AI Assist
If the AI Assistant is giving incorrect responses:

1. Go to Add-ons > AI Assist > Settings.
2. Use the chat widget preview on the right to test.
3. Click the silo icon next to an error to check the data source it extracted information from.
4. Update or replace outdated data sources in the knowledge base.