Troubleshooting Chatbox issues
The chatbox does not work or appear on my website
In some cases, you may not be seeing the Crisp chatbox as you'd expect on your website. Let's find out why. There are many reasons that may prevent Crisp from being displayed. Find out the most common reasons below: 1. Check your HTML First thing to check: did you correctly include the chatbox HTML on your website? Open Google Chrome In Chrome, access your website Right click somewhere on your page and click "View Page Source" In the source, do a quick search for "crisp"Some readersWhy am I getting an "invalid chatbox code" or "Invalid Website" error ?
This error code is in general due to a configuration issue on your end 1. Lock chatbox to domain option For security concerns, we added an option "Lock the chatbox to website domain (and sub-domains)". By enabling this option, Crisp disallow other website domains to use your Crisp. If your Crisp website domain is www.mydomain.com , then your chatbox is locked for mydomain.com If you are using localhost , your chatbox is locked to mydomain.comFew readersWhy do accent encoding look wrong on my chatbox?
The Crisp chatbox has been built for international locales support. It supports 50+ languages, in a wide range of alphabets. However, on some websites you may see weird accents in your chatbox. The Crisp chatbox is only compatible with UTF-8 encoded websites. As the chatbox is directly included in your DOM (ie. in your website page / document), it inherits from your website encoding set. If you are not using UTF-8, or a derivFew readersWhat happens to my Chatbox if my website is high traffic?
You have a high-traffic website and you're wondering if the Crisp chatbox can scale to your traffic? This article answers your questions! The Crisp chatbox is designed to scale to high-traffic websites . Crisp runs on a distributed (ie. worldwide) network of servers that are able to handle regional traffic efficiently. We combine the power of Cloudflare (our CDN provider) with an efficient set of strategies to let us scale. This article describes the software strategies we implemented,Few readersMy chatbox size / format is wrong
Crisp autodetects when a user is on desktop or on mobile. Sometimes, size issue may happen. To fix it, please edit your website HTML code and replace the viewport meta tag with the following code:Few readersMy chatbox is showing weird characters
?!$% Your chatbox is showing weird characters? Fortunate, we have a solution to solve your issue. Few words about UTF-8 Crisp is using the UTF-8 encoding format witch is a nowadays a web standard (92% of websites a using it). UTF-8 let us to internationalize Crisp in several languages and to display emojis. Even if most websites adopted the UTF-8 standard, some websitFew readers
Fixing Crisp App issues
I don't receive messages in real-time on my Crisp dashboard
Crisp is using websockets in order to send messages in real-time to your dashboard. If you experience issues with this, you better watch this article When this orange banner is visible, it means you can't receive messages in real-time A firewall/proxy is blocking Crisp Some Firewalls ( Fortinet, and Avast) and proxies deep inspect network packets by installing a customPopularHow to solve an issue with notifications
As a messaging platform, Crisp takes notification delivery issues seriously. Most of the time, these issues can be fixed by following this step-by-step check & fix guide: 1. Has one operator read the message? Crisp doesn't send notifications for a pending message if that message has been seen (read) by at least 1 operator. If your team is made of multiple operators, ensure nobody reads the message to test if email notifications get delivered. 2. Chat is assigned to an other agent IfFew readersMagicBrowse is not working
MagicBrowse is a highly innovative feature and sometimes edge cases are discovered. Most of MagicBrowse issues are simple to resolve 1. You are trying MagicBrowse using localhost To make MagicBrowse working, Crisp servers need to access to your website. If your website is not live yet, Crisp can't access to your development website, resulting in a display failure. ( Page might display like if no CSS is provided).Few readersSound is not working when receiving a new message
Your team or your users can't hear any sound? Here is why... Modern Browsers Moderns Browsers (Chrome, Safari, Firefox) are having built in features to mute sounds when a tab is hidden. This limitation applies in the following case: You open a tab that contains a Crisp chatbox (tab A). You send a message on the Crisp chatbox You switch to an another tab (tab B) that contains Facebook. After 4 minutes, you receive a message reply on the tab A. In the following example, we shFew readersWhy MagicType is not working?
MagicType is a great feature to quickly reply to your users. This guide includes most cases where MagicType is not disabled. 1. DoNotTrack Crisp respects the DoNotTrack protocol. Your users may have enabled this feature in their browser. As Crisp respects privacy, we automatically disable MagicType in this case. 2. Slow networks MagicType requires extra network usage. MagicType may be disabled for users using Crisp on a slow network (EdgFew readersWhat happens if I reach my monthly LiveTranslate limit?
LiveTranslate is a Crisp feature available as of Crisp Essentials, which lets you chat with a user who does not speak your language. Busy Crisp inboxes with a lot of international users may be using LiveTranslate quite heavily, and thus they may hit our per-website quotas. Learn how you can fix LiveTranslate quota limit errors. What LiveTranslate quotas are in place? LiveTranslate quotas are in place to protect Crisp against service abuse, as well as to ensure that your website has a smoFew readersMy avatar is not updating
If your avatar is not updating, you will find simple tricks here to solve this issue 1. Ensure you updated your avatar from the right place Ensure you updated your avatar from https://app.crisp.chat/settings/account/ and not https://app.crisp.chat/settings/websites/ . Updating the website icon is a different thing 2. Send a message To prevent useless operations, Crisp is updating the avatar only when you leaveFew readersI am unable to create my Crisp account or workspace
In some cases, you might see an error when attempting to create your account, create your workspace, or add a works. You may see errors such as the following ones: You have been forbidden to create an account. You were banned from creating a Crisp account. Please contact our support service. These errors can arise under specific circumstances: If you are attempting to create an account from a country where account registration is currently not available. In that case, don't hesiFew readers
Troubleshooting issues with emails
Why don't I receive any email from Crisp?
Crisp sends notification emails for pending (unread) messages from your visitors. You may receive some notification emails from Crisp when you are not active on the apps, as a reminder that a visitor is waiting for an answer. Notification emails are sent according to a timing policy that is explained in: How do email notifications work? . In some cases, you may not receive any email from Crisp; thus, you wonder why. There is surely a rFew readersWhy inbound emails to my Crisp Inbox are not received?
You may be using or trying to use the Crisp inbound emails / email inbox feature, without success. All messages to your Crisp inbox email address might not be received properly, or you may get weird SMTP errors when sending an email to your Crisp inbox. Check each of the following points to find the reason why emails would not work: 1. Emails are marked as spam The most common reason for emails not being received is that they might be marked as spam by Crisp anti-spam system. This systeFew readersHow to fight poor email deliverability?
Email deliverability is a key asset for your customer service strategy. It's important because chat transcripts are sent over email, campaigns can be sent over email and also email conversations can be sent over Crisp. Because sometimes, your emails are not sent over the right inbox, there are some things you can do to improve email deliverability. This guide is going to give you the best tips to improve emails deliverability through Crisp, using features available in Crisp and some other tipsFew readersWhy am I not receiving emails in my Crisp inbox?
This article will shed light on the way inbound emails (emails received in your Crisp inbox) are handled within Crisp and help you get a better grasp of the security measures deployed to protect you and your business, as well as ensure your communication remains streamlined and uncompromised. Modern security systems are commonly implemented to protect from various types of undesired emails. Whether these are spams, phishing or spoofing attempts, Crisp has implemented various protocols to fiFew readers
Performance questions and issues
Issues with other Crisp features
Troubleshoot Knowledge Base issues
Crisp Knowledge Base is easy to install on your own domain. In case you encounter some issues, this article is there to help you troubleshoot them. My custom Knowledge Base domain is rejected When you configure a custom domain for your Crisp Knowledge Base, you are told to setup custom DNS records on the domain you want your Knowledge Base to be available on. You may get an error message while validating your Knowledge Base custom domain if all records were not properly configured. ThFew readersTroubleshooting Shopify integration
Looking for an answer to a problem you have with our Shopify app? You're at the right spot. We've gathered the most repetitive questions regarding Crisp and Shopify. Having a problem that is not listed here? Make sure to send us a message 🙏🏼 My live chat is not displayed on my Shopify website, what can I do ? Our Shopify app offers a free live chat system to be added on your online store. It might not be displayed for some reason. Make sure you saveFew readers