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I just signed up for Intercom, and am having some issues.

  1. Within my own intercom dashboard, when I click the chat/messenger button to get help from Intercom itself, the chat window appears to try to open and then promptly disappears. Watch this screen capture. Not a good first impression if I can’t even get customer support from a customer support company. Ha.
     
  2. With my own site integration, when i visit it (even from a separate computer) I get the attached screenshotted window when i click the messenger button, as a visitor. Everything is setup as correctly as I can figure. Any idea why the full welcome / start a conversation options don’t exist? Website is www.lumatone.io

Thanks.
Matt

 

Hey there ​@lumatone! Emily here from Support Engineering at Intercom 👋🏼

I just checked your sites messenger and everything looks to be working as expected now! Including the visitor home page :)

However, if you're experiencing the issue where the messenger icon disappears when you click on it, there are several troubleshooting steps you can take:

  • Perform a hard refresh by pressing Command + Shift + R on a Mac, or Ctrl + Shift + R on Windows.
  • Try accessing the site in an incognito browser using Command + Shift + N on Mac, or Ctrl + Shift + N on Windows.
  • Clear your browser's cache and cookies.
  • Test the site on a different browser to see if the issue persists.

If the problem continues, it may be worth opening a conversation with our team for further inspection. You could check your browser's dev tools console for any errors in red, and if possible, take a screenshot of these errors and send them to the team as they can help identify the specific issue. You can open the console by right-clicking on the page, selecting "Inspect," and then navigating to the "Console" tab.

Additionally, ensure that no browser extensions or ad blockers are interfering with the Messenger's functionality. These can sometimes block the JavaScript required for the Messenger to work properly.

Hope this helps! 💪🏼

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