We’re working on a chatflows integration with our own software and are running into a few issues:
The chat widget is not consistently visible
Incoming chats are not always linked to the correct contact (or new contacts are being created with the wrong email address)
We’ve already double-checked all settings in HubSpot and read multiple articles, but the problems remain.
HubSpot Support referred us here and shared the following possible causes:
Token validity: confirm the token is correctly generated on our server and hasn’t expired
Email match: ensure the email passed to the SDK matches the one used to generate the token
Console errors: check the browser console for HubSpot warnings or errors on page load
Since I’m not a developer myself, I’m posting this on behalf of our IT team. Has anyone encountered similar issues, or could point us in the right direction to resolve them?
Hey, @Olivier1 welcome to the community! Thanks for posting on behalf of your IT team. I can definitely understand how frustrating these kinds of integration issues can be.
The good news is that the three potential causes support provided are exactly the right place to start.
For the community to be able to help, and for your developers to solve this, we really need the answers to those three questions. Could you please ask your IT team to specifically check and report back on the following?
Token Validity
Can they confirm that the visitor identification token is being generated correctly on your server and that it hasn’t expired? An invalid or expired token is a primary reason the widget won’t load
Email Address Match
This is a crucial one for contact linking. Can they verify that the email address being passed to the chat widget’s SDK is exactly the same as the email address used to generate that security token?
Browser Console Errors
When the chat widget fails to appear, could they open the browser’s developer console (usually by pressing F12) and look for any errors or warnings? A screenshot of any messages that mention HubSpot would be incredibly helpful
Once you can share your team’s findings on those three points, the community will be in a much better position to point you toward a solution. Thanks! — Jaycee
I’ve run into a similar issue before with chatflows where the widget just wouldn’t load properly.
In my case, the problem ended up being with the token validityour server was generating it but it had already expired by the time it hit the widget. Double-checking that part fixed the visibility issue.
For contact linking, make sure the email passed to the chat SDK is the same email associated with the visitor identification token, and normalize the email value before generating and using the token.
Once we cleaned that up, linking worked fine. If your IT team hasn’t already, I’d recommend opening the browser console while reproducing the issue.
Seeing those errors in real-time made it way easier to trace what was wrong. Not sure if it’ll help in your exact setup, but these steps saved us a lot of back-and-forth
Moderator Note: this post was reviewed for relevancy and optimized for clarity on September 29, 2026. Thank you for your contributions to the HubSpot Community!
Thank you @Jaycee_Lewis@zaynenathan for your answers! I forwarded your messages to my IT-team and I’ll let you know how it goes + provide screenshots if they can’t solve it with the feedback you’ve given!
@jaycee@zaynenathan here is the explanation with screenshots that my developer provided, is there anything you can do with this? Thanks in advance for your help!!
welcome to the community! Thanks for posting on behalf of your IT team. I can definitely understand how frustrating these kinds of integration issues can be.
