I followed every instruction, clicked every 'next' button and all 'save' buttons to set up the chat flow, and had it working - sending, receiving, data being recorded in contacts, and transcripts being emailed. I was impressed by a very professional addition to my site.
Today, without touching anything, magically it doesn't work anymore.
I was advised by chat support to add a tracking code. Why would I do this if I didn't add tracking in the first instance when the widget was already working?
Are you using the HubSpot CMS? In that case, the tracking code is not needed, it is automatically installed. If you're working with a third party system (e.g. WordPress), you have to install it. In that case, it would indeed be mysterious why it was working for some time. (It shouldn't have.)
I too am wondering, HubSpot CMS, WordPress? If WordPress and you installed the HubSpot app, that automatically adds the tracking code. If someone then turned off the plugin, the tracking code would be broken and chat would stop.
Yes, George, It's a WordPress site and that's exactly what I did. Installed the WordPress plugin, then turned it off and forgot that I'd turned it off.
Human error! - never fails 🙂 Thanks for responding.
Are you using the HubSpot CMS? In that case, the tracking code is not needed, it is automatically installed. If you're working with a third party system (e.g. WordPress), you have to install it. In that case, it would indeed be mysterious why it was working for some time. (It shouldn't have.)
Thanks for your advice Karsten, This was my fault, the chat widget wasn't working because I turned the plugin off to troubleshoot another issue and forgot that I'd turned it off. It's working now.