Troubleshooting

I can’t see a menu or a button

What you can see and change depends on your role, user type and permissions.

• A Settings page is greyed out. Your role can’t open it. Company settings, Team, Support settings, Email settings, API keys, Company metrics, Health score and Data export are for organization admins.
• Buttons are missing on tickets or settings (like Create Ticket, Send reply, Add tag). You need to be a Full User with the Edit permission. View-only users can look but not change.

Ask an organization admin to check your user under Settings › Team. See Team and permissions.

Messenger or form doesn’t show

When something is off, the widget shows nothing at all rather than an error on your page. Go through this list:

1. The channel is on. Settings › Support settings › Channels: the Messenger or Form card is switched on.
2. Your sending domain is verified and the support address is set. Without them the channel can’t be on. Settings › Email settings.
3. The right key is chosen. On the Messenger or Form tab, under the key picker, a key is selected and it has the Messenger or Support form ability. The data-key in your page’s code is that key (or the key it was rolled into — see Roll a key).
4. Your site is on the key’s list, exactly. Settings › API keys. example.com does not cover www.example.com; add *.example.com for subdomains. Check the address in the browser bar for www. and for a port. If the key shows “Seen on sites not on the list”, your page’s site is probably there — click Add.
5. The code is not inside an iframe. In Bubble, turn Display in iframe off on the HTML element that holds the code. In Webflow, use an Embed element or the site’s custom code.
6. Your site’s Content Security Policy allows the widget. A strict policy blocks it silently. See Content Security Policy.
7. Wait a minute. After you save settings or change a key’s sites, your site can take up to a minute to catch up. Reload the page after that.
8. Look at the browser console. Open your browser’s developer tools (Console and Network tabs) and reload. A blocked script, a refused request to widget.customercatalyst.io, or a Content Security Policy message tells you which step is missing.

For Messenger with Only my own button: there is no corner launcher by design. Check that your button has data-ccm-open="new" and is on a page that has the Messenger code.

For the form from your own button: check that data-open matches your button’s id, with the #.

Emails to the support address don’t become tickets

• Forwarding is verified. Settings › Email settings › Support inbox shows Forwarding verified. If not, click Verify forwarding; see Set up support email.
• Gmail asked for a confirmation. It shows on the Email settings screen; click Confirm in Gmail.
• Microsoft 365 blocks forwarding to outside addresses by default. Your IT admin can allow it in the Microsoft 365 Defender outbound spam policy.
• Some emails are skipped on purpose: automatic replies (like out-of-office), bounces, and emails from your own support address.
• Also using HubSpot? If your support address sends to both HubSpot and CustomerCatalyst, each email becomes two tickets. Use one of them.

A customer or visitor didn’t get an email

• Check the address. Visitors type their email themselves; a typo means the email goes nowhere.
• Spam folder. Ask the visitor to look there.
• Sending domain. Settings › Email settings: both DNS records must still be verified. Without a verified domain, replies can’t be sent.
• Daily limits on confirmations. The “we got your request” email is not sent after 3 messages from the same address in a day, or 200 for your organization in a day. The ticket is still opened, and Messenger then doesn’t promise the visitor a copy.
• Messenger replies. Your reply on a Messenger ticket is only emailed if the visitor hasn’t seen it in Messenger within the delay under Ticket rules (default 5 minutes). Under the reply, the ticket shows “Seen in Messenger” (no email needed) or “Emails at …”.

Replies don’t show in Messenger

• Same browser. Messenger shows only conversations started in the browser the visitor is using. On another device or browser — or after clearing browser data or clicking Not you? — the list is empty. The visitor still gets your replies by email.
• Email replies show without text. A message the visitor sent by email shows as “Replied by email” without its text. This is on purpose; see What visitors see.
• Internal notes never show. Only replies do.
• A closed ticket got a follow-up. When the visitor writes on a closed ticket, a follow-up ticket opens and Messenger shows that one.
• A merged ticket. When a Messenger ticket is merged into another ticket, it disappears from the visitor’s Messenger. Answer on the ticket it was merged into.
• Give it a few seconds. An open conversation checks for new replies every 10 seconds, the list every 30 seconds.

HubSpot tickets

• No reply box on a ticket. Tickets synced from HubSpot are read-only here. Answer them in HubSpot; you can still add internal notes.
• Changes from HubSpot don’t show yet. They come in with the next sync.

See HubSpot.

Still stuck?

Email us at support@customercatalyst.io.