Troubleshooting
Support doesn’t open, or sends nothing
- Does the support app have a live publishable key, and is it the one in your app?
- Web: the page’s origin must be listed in the support app’s origins; any other origin is
refused. Your CSP must allow
connect-srcto the support host, andimg-src data: blob:for the screenshot. - Android: the app needs the
INTERNETpermission (the library declares it). - A second tap while Support is opening or open does nothing, on purpose.
There’s no screenshot
- Flutter: wrap the app once in
AppSupportScope, aboveMaterialApp. - Offline messages go without the screenshot: the image is never written to storage.
The assistant doesn’t show
It stays off until the app has at least one help article.
The user doesn’t see the team’s messages
The SDK looks for a message from the team only once it knows the user: call identify after
sign-in. Conversations belong to the install they were written from, so another device doesn’t
show them.
WhatsApp won’t send
Outside 24 hours of the user’s last message, WhatsApp lets you write only with a template Meta approved for the account. To write first, use Start a WhatsApp conversation in Channels.
A channel stays quiet
Check that it’s on, and that its tokens are set in the vault on Settings → Keys: the channel shows only whether each is set.
A proactive rule opened nothing
The rule must be on, the error at its level or worse, and the user identified and consenting. It sends one message per user per error, and none while they already have an open conversation.