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Getting started with Live Chat: FAQs & troubleshooting 


In this guide, we’ll explore some of the frequently asked questions when it comes to getting started with your Live Chat service.

For the most part, you’ll find our setup process is quick and simple, but we understand you may encounter some complications along the way, especially if it’s your first time installing a live chat function.

The most common way to tell if there is an issue with your live chat installation is if the ‘Chat’ or ‘Help’ button is not displaying on your website. Once you see this button, it means the code has been added correctly and you’re ready to start chatting!

How do I ensure the code is installed correctly?

The first thing you will need to do is install the code snippet on your website. Check out our handy guide on how to set up Live Chat software for more information on this.

Remember it is very important to be as close to the closing </body> tag as possible. Ideally right above it. You’ll always be able to access your code snippet as we will email this to you during your setup. If you have any issues finding this, just get in touch and we’ll resend to you.

I see the button but it says HELP instead of CHAT

Once you have successfully added the code snippet to your site, a button should appear right away. Since you may not have configured your chat agents yet, the HELP button will show.

My website says I’m offline so I can’t receive chats, but I am signed in and online

Firstly, log in to admin portal (1) and check the colour of the bead next to your widget’s name, as per the image below:


  • If the bead is yellow – your live chat is unavailable.
    • Hover your cursor over the yellow bead to find out why this is
  • If the bead is yellow – but you are signed in:
    • Ensure you’re showing as “Available” in the Hub
  • If the bead is green – this means live chat should be available

Proactive chat is not working

Proactive chat is highly configurable so it can be difficult to troubleshoot the exact issue you’re having. So it’s important to check in advance that you have ticked the box (2) to enable proactive chat on your site. Go to Settings > Proactive Chat within your Dashboard to do this, as shown below:


I keep getting paused in the Hub

In the Hub click on your avatar and go to ‘Agent settings’. Here, uncheck the option ‘Pause me when I become inactive’ underneath ‘Auto Pause’ (3) as shown below (it’s worth noting here that this will only affect your in-house agents, and not Moneypenny agents answering chats on your behalf):


Still struggling?

If you’re still unsure or need some extra support on getting set up, don’t hesitate to contact us – call our support team now on 0333 202 1005 and we’ll be happy to assist you.

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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