topic Re: Assistance Required - Live Chat Functionality. in Tickets & Conversations

Assistance Required - Live Chat Functionality.

CallumH — Tue, 21 Nov 2023 08:16:34 GMT

Hello everyone.

So a little new to Hubspot, still learning the ropes and trying to figure it all out.

Recently the company I work for has integrated our website with Hubspot and is using Hubspot Live Chat.

We have encountered a problem where we can receive messages but unable to reply.

The chat box to reply does not connect and a connectivity message that pops up.

It works absolutely fine when we are not connected to the company network but whenever we try to use the functionality on work premises and connected to the network it doesn't seem to work.

I realise this might be a " me / company" problem however; I need help in establishing why its not connecting to the chat but works fine with everything else?

I am really at a loss here and I'm not very technical where it comes to these things.

Thank you kindly in advance for any help. 😁

Re: Assistance Required - Live Chat Functionality.

Ben_M — Mon, 20 Nov 2023 15:33:44 GMT

This is something that will need to be troubleshooted on your end but sounds like a firewall issue. If someone in your company opens the inspector in their browser (usually right click --> inspect) and then proceeds to view the Console (should be a tab for this in the inspect window), I would expect to see an error in there as to why Hubspot is not loading. At that point, whatever is being blocked will likely need to be opened up on the firewall by your IT team.

You could try reaching out to Hubspot supporrt and open a ticket as there may be an IP range to allowlist, but the only help doc I am aware of is for emails not the chatbot as admittedly I have not come across this before.

Re: Assistance Required - Live Chat Functionality.

CallumH — Tue, 21 Nov 2023 08:11:58 GMT

Hi Ben,

Thank you for your advice.

I did exactly as described in your comment above and can see all the specified faults in the Console section. - Thank you for this, I think this will help with further discussions internally.

In regards to the ticket system with hubspot, how do I find this because I had previously looked around for this but was only able to find how to use your own ticketing system.

Once again thank you for your help.