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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"
Why 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.com
Why 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 deriv
What 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, t
My 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:
My 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 websit
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 custom SSL certificate. You c
How 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 If
MagicBrowse 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).
Sound 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
Why 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 respect privacy, we automatically disable MagicType in this case. 2. Slow networks MagicType requires extra network usage. MagicType may be disable for users using Crisp for a slow network (Edge
My 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 leave a
What happens if I reach my monthly LiveTranslate limit?
LiveTranslate is a Crisp feature available as of Crisp Unlimited, 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 smoo
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 re
Why 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 syste
How 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 tips
Performance questions and issues
Will Crisp slow down my website?
An independent blog made an article that compares the speed of different chat
Issues with other Crisp features
Troubleshoot Helpdesk issues
Crisp Helpdesk 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 Helpdesk domain is rejected When you configure a custom domain for your Crisp Helpdesk, you are told to setup custom DNS records on the domain you want your Helpdesk to be available on. You may get an error message while validating your Helpdesk custom domain if all records were not properly configured. **The invalid records will be rema