Setup, Configuration, and Troubleshooting
Getting the most out of CHAT.devad.io starts with a solid foundation. This guide covers the essential steps to get you up and running—from verifying your account and installing key apps to configuring notifications for optimal performance. We also address common technical hurdles, offering quick solutions for login issues, display errors, and WordPress conflicts.
To activate your account, check your email (including the Spam and All Mail folders) for a 6-digit verification code. Copy the code and paste it without any extra spaces into the verification field at chat.devad.io/account/?tab=profile. Once submitted, your identity is verified and your chat services will be fully activated.
Many famous apps are enabled by default, however, To install more apps go to the Settings > Apps area of CHAT.devad.io and click on the app you want to activate from here.
CHAT.devad.io is a powerful tool, but its abundance of features can pose a challenge
when it comes to quick setup.
To streamline the process, we provide a list of the most commonly used features that we
advise setting up.
By incorporating all these features, you will have access to the most essential and
beneficial functionalities.
- Activate email notifications from Settings > Notifications. Make sure to activate the following options: Agent email notifications, Sounds admin > Incoming conversations and messages, and Push notifications. For more information on how notifications work, you can click here.
- Configure the SMTP server under Settings > Notifications > SMTP. For more details check the email notifications section. In case you are using the cloud version, the SMTP is already activated, but you may want to use your own anyway.
- Navigate to Settings > Messages and set up the follow-up message and offline message.
- Optimize the system performance.
- In case you are utilizing the chatbot, make sure to check out the optimal configuration here.
- If you are facing difficulties in synchronizing services like Google or WhatsApp, our team can help you by configuring them. For further information, please visit our Contact us page. By utilizing your personal accounts such as Google or Facebook, you can enjoy free credits, free quotas, and significantly lower costs compared to other chat services. Additionally, you will have full control and transparency over your data and expenses.
If you’re having any issues at all, please contact our support team via the chat widget on right of this page or our Contact us page. Before contacting us, please make sure that your server has all the requirements listed above.
Blank screen when accessing the admin area
- Check if the browser console has error (on Chrome you can open it from Settings > More tools > Developer tools > Console).
- Enable the PHP debug and check the PHP error logs.
- If you have the WordPress version, disable all security plugins and plugins related to your hosting.
Blank screen when accessing the admin area
If you can no longer log in to the admin area you can reset your password and email by following the steps below:
To reset your password in the login page, go to the login page, click “Forgot password?”, enter your registered email, and follow the instructions sent to your email.
If you encounter the “Too many login attempts. Please retry again in a few hours.”
error, click here.
Blocking zoom on iOS devices
When using the chat on iPhones the textarea is automatically zoomed when the user’s
start typing a new message.
To stop the zoom Enter the code below into the <head> area of all the pages
that include the chat.
<meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1.0, user-scalable=no" />
Chat widget not displaying
The chat may not be showing due to the following reasons.
- You may not see the chat because you have disabled it in the settings area. To fix this, visit the settings section and deselect all options related to that: Chat > Manual initialization, Chat > Login initialization, Chat > Hide chat outside of office hours, WordPress > Manual initialization.
- Try disabling any performance plugins or techniques like cache or JS minification on your website as they might be causing problems. Once disabled, check again.
- Try disabling any CDN or Proxy (e.g. CloudFlare). Once disabled, check again.
- WP version only You cannot see and test the chat as a user if you’re logged-into the admin area. To test the chat as a user, please log out of your admin account or from WordPress. Alternatively, you can use another browser window in “private” or “incognito” mode. Additionally, you can force a logout by executing the SBF.reset() function in the browser console.
- WP version only You’re trying to access the chat from a domain, or subdomain, different from the one of the installation. Details here.
Conversations are not visible to administrators or agents
The conversations may not be showing due to the following reasons.
- The agent has been given a department, yet the conversations have not been assigned to that specific department.
- One or more of the following settings have been activated: Miscellaneous > Routing, Miscellaneous > Queue, Miscellaneous > Hide conversations of other agents
- You are using the WordPress version and the WordPress > Multisite routing option has been activated.
- You are using the chatbot and the human takeover feature is activated.
For cases 1, 2, and 3, make sure to log in with the correct admin/agent or check your
admin/agent profile to ensure that there are no departments assigned.
In case 4, please check the archived conversations.
Got a question? We’ve likely heard it before. Browse our FAQ to find immediate solutions for account setup, billing cycles, and platform features. If you can’t find what you’re looking for, our support team is just a click away.
Why can’t I see the live chat widget on my website?
Check if the chat code snippet is correctly added to your website’s HTML and that the widget is enabled inside the CHAT App settings.
Why am I not receiving chat notifications?
Ensure your notification settings are enabled and your device/browser allows notifications for CHAT App.
Why does the chat respond slowly or freeze?
This can be due to slow internet or browser issues; clear your browser cache and check your network connection.
Why can’t I send or receive files in chat?
File sharing may be restricted by your chat permissions or file size limits; confirm the allowed file types and sizes in settings.
Why do I get logged out unexpectedly?
Your session may time out due to inactivity or cookie settings; try enabling ‘Remember Me’ or check your browser privacy settings.
Why is my chat history missing?
Chat histories are stored on the server; ensure your account has permission to view past chats and the server is properly syncing.
Why are some user messages not showing up in the chat?
This might be a result of connection issues or server delays; refresh the page or restart the chat session.
Why does the chat widget cover parts of my webpage?
Adjust the widget position and size in your CHAT App appearance settings to avoid overlapping page elements.
Why is the chatbot not responding correctly?
Check your chatbot training intents and responses for completeness and ensure the AI engine is correctly connected.
Why am I experiencing issues with multiple agents responding?
Configure agent roles and assignment rules to avoid response conflicts and ensure smooth multi-agent collaboration.
Why can’t I see live chat messages in my dashboard?
Confirm you are logged in with the correct account and have assigned permissions for chat access.
Why are messages delayed or not delivered in real-time?
Network issues or server latency can cause delays; check your internet connection and server status.
How can I customize the appearance of the chat widget?
Use the dashboard settings to change colors, position, and greeting messages directly.
How to fix chat widget conflicts with other scripts?
Check for JavaScript errors in your browser console and disable conflicting plugins or scripts.
Can I filter or block spam messages in chat?
Enable spam filters and automated rules within CHAT App settings to manage unwanted messages.
Why does the chat widget appear broken on mobile?
Ensure your site is mobile-responsive and test compatibility; update CHAT App to the latest version.
How do I reset or change my CHAT App password?
Use the ‘Forgot Password’ link on the login page to reset your password via email.
What should I do if agents are not receiving chats?
Check agent availability status, and confirm notification settings and proper role assignment.
How can I reset my chat widget if it freezes?
Refresh the webpage, clear your browser cache, or restart your browser to resolve loading issues.
Why is my chat widget not showing on mobile devices?
Ensure your website’s responsive design supports the chat widget and that scripts are not blocked on mobile.
How do I update my user profile in CHAT App?
Access your account settings within the chat widget or user portal to update personal information.
The chat is disconnected or offline, how can I fix it?
Verify your internet connection and reload the page; if problem persists, wait for server restoration.
Can I chat with a human agent if the bot is not helpful?
Yes, use the human takeover feature within the chat to connect with an agent.
Why is my chat history not saved or loading properly?
Session cookies might be disabled or cleared; enable cookies or stay logged in to keep chat history.
Why do I get errors when submitting forms via chat?
Ensure all required fields are correctly filled and your internet connection is stable.
How can I translate the chat interface to my language?
Use the built-in translate feature within the chat settings to select your preferred language.
How do I install the widget manually?
Use the ‘Manual HTML Installation’ method by copying the code snippet from the dashboard into your site’s header or body.
How do I enable more apps like WhatsApp?
Go to Settings > Apps in your CHAT dashboard and click on the app you want to activate.
How do I display a rich message with buttons?
Insert the rich message shortcode into your Welcome Message settings to show buttons or lists on chat start.
Can I assign specific departments to conversations?
Yes, you can assign departments automatically via routing rules or manually during the conversation.
Does this support WhatsApp Cloud API?
Yes, the automatic sync mode for WhatsApp Cloud API is available on the cloud version.
Can I make voice or video calls?
Yes, the WhatsApp integration supports initiating voice and video calls directly from the chat interface.
How do I integrate my WooCommerce shop?
Go to Settings > Apps, click WooCommerce, and activate it. This allows syncing products and orders.
You can install the PWA (Progressive Web App) by clicking the ‘+’ icon in your Chrome browser address bar while in the admin area.
What are the server requirements?
Ensure your server meets the requirements listed in the documentation before contacting support.
How do I fix blank screens in the admin area?
This is often a cache issue; clear your browser cache or check for plugin conflicts.
Can administrators see all conversations?
Yes, admins have access to all conversations, while agents see only those assigned to them unless permissions are changed.
How do I search for a specific conversation?
Use the search bar in the ‘Conversations’ area to filter by user name, message content, or date.
How do I block zoom on iOS devices?
The widget includes auto-fixes, but ensure your site’s viewport meta tag is set correctly to prevent auto-zooming.
Can I show products in the chat?
Yes, with the WhatsApp Shop or WooCommerce integration, you can use merge fields to display products.
Why is Slack synchronization failing?
Common reasons include incorrect API keys or permissions; check the ‘Having Problems’ section in the Slack app settings.
Can I use Dialogflow for automation?
Yes, you can connect Google Dialogflow to handle automated responses and complex conversational flows.
How do I handle offline users?
Configure an ‘Offline Message’ to collect their email address so you can follow up later.
Can I change the chat widget color?
Yes, navigate to the Appearance/Design settings to customize the primary colors to match your brand.
Go to the ‘Agents’ or ‘Users’ section in the admin panel and invite new team members by email.
The admin dashboard typically follows your system preference or has a toggle in the profile settings.
You can generate API keys in the Settings > Developers section for custom integrations.
Yes, you can export user details and conversation history from the respective management pages.
