Support troubleshooting

This page collects the problems people meet most often with HyoNova Support, what causes them and what to do.

The website chat does not appear#

Work through these causes in order:

Cause	How to tell	What to do
The domain is not allowed	The page's address does not match any entry in the widget's Allowed domains	Add the exact domain. `example.com` does not cover `www.example.com`; `*.example.com` covers subdomains but not `example.com` itself. Add both if you need both. See Allowed domains
The allowed list is empty	Allowed domains has no entries	An empty list allows no website. Add your domain
The page uses plain HTTP	The address starts with `http://`	Serve the page over HTTPS
The widget is disabled	The widget's status is Disabled	Set it to Active
The snippet is missing or wrong	The page source does not contain the snippet, or the widget id differs	Copy the snippet again from Company administration › Support › Web chat widgets and paste it unchanged
Your site blocks it	The browser console shows a Content-Security-Policy error	Allow `https://chat.hyonova.com` in `script-src` and `frame-src`. See The chat button does not appear on a site with a Content-Security-Policy
Support is off for your company	Support is not in the sidebar	During early access, Support is switched on for workspaces. If it is missing, contact HyoNova through Get help

For security, the chat answers an unknown, disabled or disallowed widget in the same neutral way, so the website itself cannot tell you which cause applies. Check the widget's settings in HyoNova. The Readiness card on Company administration › Support › Overview points out a widget that has no allowed domains and a widget that no visitor has opened yet. See Readiness check.

The direct chat link works without your website. If it shows This chat is not available., the widget is disabled or Direct chat link is turned off.

The chat button does not appear on a site with a Content-Security-Policy#

A website that sends a Content-Security-Policy tells the browser which addresses may load scripts and frames. If the chat's address is not among them, the browser blocks the chat and the button never appears. The browser console then shows a Content-Security-Policy error that names script-src or frame-src.

Cause	What to do
The chat address is not allowed	Add `https://chat.hyonova.com` to `script-src` and to `frame-src`. See Content-Security-Policy
Only one of the two is allowed	The chat needs both. `script-src` lets the install code load, and `frame-src` lets the chat show
An install code you copied earlier is on the site	It loads the chat from HyoNova's earlier chat address, the one in its `src`. Keep that address in both directives. Or paste a new copy of the install code from Web chat widgets and allow `https://chat.hyonova.com`
The policy has no `frame-src`	The browser then uses `child-src`, and after it `default-src`. Add `frame-src` with the chat address
The policy is set in more than one place	A policy can come from your server, your hosting or CDN, a security plugin, or a `<meta>` tag in the page. The chat must be allowed in each of them

Reload the page after you change the policy. If the console shows no Content-Security-Policy error, the cause is another one. See The website chat does not appear.

The embedded chat stays empty#

The Embed URL goes into a plain <iframe> on your own page. See Embed URL.

Cause	What to do
The page is not on an allowed domain	The page that holds the frame must be on a domain in the widget's Allowed domains. Add it
The frame hides where it is	Remove `referrerpolicy="no-referrer"` from the frame, and do not use a `no-referrer` policy on that page. Some browsers need the referrer to tell the chat which site frames it
You framed the direct chat link	The direct chat link cannot be shown in a frame. Use the Embed URL from the widget's card
Your site blocks the frame	If your website sends a Content-Security-Policy, allow `https://chat.hyonova.com` in `frame-src`. While you use an embed URL you copied earlier, keep its address there too
The widget is disabled	Set its Status to Active

The chat looks wrong on my site#

Your site's own CSS cannot change the chat. A rule of your theme for frames — for example one that makes every iframe full width — does not resize, move or hide it, and the chat changes nothing on your page. So when the chat is missing or sits in an unexpected place, your theme is not the cause. Check these instead:

Check	What to do
The domain is allowed	On a domain that is not in Allowed domains the chat does not appear at all. See The website chat does not appear
Your Content-Security-Policy allows the chat	See The chat button does not appear on a site with a Content-Security-Policy
An ad blocker or a privacy extension	Some of them hide chat buttons. Open the page in a private window without extensions, or in another browser. If the chat appears there, the extension hides it in that one browser
The widget's own settings	The place, shape and size of the button come from the widget's Launcher button step, set separately for desktop and mobile. Change them there and publish. See Launcher button
The page was open before you published	Reload the page

The chat always shows the offline form#

The team counts as available only while the widget's business hours (if set) are open and at least one agent in the widget's queue is Online. An agent counts as Online only while they chose Online and have HyoNova open; see An agent shows as away while working. Ask an agent of that queue to set their status to Online, or check the business hours and their time zone. This also applies inside your business hours: when no agent is Online, visitors get the offline form. To let them write anyway, set the widget's Outside business hours to Chat anyway (answered later). See Online and offline.

An agent shows as away while working#

For customers and for queues, an agent is Online only while they chose Online and have HyoNova open. See When you count as online.

Cause	What to do
HyoNova is closed	The agent closed the tab or the browser, or the device went to sleep. Within about three minutes they count as away. Opening HyoNova again, on any page, makes them count as Online again: the status they chose was not changed
The agent chose another status	Away, Busy and Offline are the agent's own choice and never change by themselves. The agent sets My availability to Online
The connection dropped	The inbox shows Reconnecting — customers see you as away for a moment. It goes away when the connection is back
The Agents page says so	The Agents page shows what customers see. Chose online, but HyoNova is not open — customers see them as away. is the first cause, with the time HyoNova was last open

The chat is in the wrong language#

The chat is in English or Arabic, chosen in a fixed order. See Language.

Cause	What to do
The widget's language is fixed	The widget's Language is English or Arabic. Set it to Visitor's language to follow the page and the browser
The visitor chose a language earlier	The visitor's own choice is remembered in that browser and comes first. They change it with the language switch at the bottom of the chat, which is shown when Language is Visitor's language
Your page declares another language	With Visitor's language, the chat follows the `lang` attribute of your page's `<html>` tag before the browser's language. Set it to the language of the page, for example `lang="ar"`
The language is neither English nor Arabic	Any other language gives English
Your own wording is in one language only	Greetings, conversation starters and button labels have an English and an Arabic field. Fill in both

Cause	What to do
The change is a draft	Save draft does not change what visitors see, and the widget's card shows Draft not published. Open the widget and choose Publish draft
The page was already open	A page that was open before you published keeps the settings it loaded. Reload the page
An older version was restored	Restoring a version publishes its settings at once. Check which entry is marked Current in the Versions list
The change is a brand image	Images are saved as soon as they are uploaded and are not part of drafts or versions. Reload the page to see a new image

See Drafts, publishing and versions.

A page rule does not apply#

Cause	What to do
An earlier rule matches first	The first matching rule wins. Move the more specific rule up
The text is not in the path	Only the path of the page address is compared, not the domain and nothing after `?` or `#`
The visitor has a running conversation	They land in the conversation. The rule changes the home screen, which they see on Home
The home screen is off	Rules change the home screen. Turn Home screen on
The chat is in a frame	The embed URL has no page address, so it always uses the general text
The rule is still a draft	Publish the draft

To check a rule without your website, choose it under Preview as page in the live preview. See Page rules.

“Waiting for the team” never changes#

The visitor sees Waiting for the team — or The team is away — until a person takes the conversation. If it stays that way:

Cause	What to do
The queue assigns manually	In a Manual queue nothing is assigned automatically. An agent opens the Unassigned view and chooses Take. For automatic assignment, set the queue's Assignment to Round robin or Least active
Nobody could take it when it arrived	Automatic assignment happens when a conversation arrives. If no agent of the queue was Online and below capacity at that moment, the conversation stays unassigned and is not assigned later by itself. An agent takes it, or an admin uses Route unassigned conversations
The queue has nobody in it	Add members to the queue. Its conversations are then still unassigned; route them again
The conversation went to another queue	Check the routing rules and the widget's Queue. See A conversation went to the wrong queue

The Readiness card on Company administration › Support › Overview shows each of these: a queue that assigns manually, a queue with nobody to receive, nobody online, and the number of conversations nobody holds — with the Route unassigned conversations button. See Readiness check.

The customer draft does not appear#

The Customer draft — not sent yet block shows a visitor's unsent text only when all of this is true. See Customer draft.

Check	Why
The widget's While someone is typing is Live typing preview	With Typing indicator you see only Customer is typing…; with Show nothing you see nothing
The visitor chose Share	The visitor is asked inside the chat and can stop at any time. Without their agreement no unsent text leaves their device. Their answer — yes or no — is remembered in their browser for 30 days; then they are asked again
The conversation is assigned to you	Only the assigned agent and Support managers can see the draft. Take the conversation first
The visitor has sent a first message	Typing is shown only once a conversation exists
The text does not look like a secret	Text that looks like a card number, a password or a code is not shared at all
The visitor is still writing	The draft lives for about ten seconds and disappears when the visitor sends, empties the field or stops

Quick replies do not show for the customer#

Cause	What to do
A newer message arrived	Quick replies are offered only under the newest message of the conversation. Once the customer or anyone else writes, they are gone. Send them again with a new reply
The conversation is not on the website chat	On WhatsApp, Instagram, Messenger and email, quick replies arrive as a numbered list in the text of your reply
The conversation is closed	A closed conversation cannot be written in, so no quick replies are offered
You wrote an internal note	Add to reply is for replies only. A note never carries additions

See Add to reply.

A help article card is missing from a reply#

Cause	What to do
The article was not live when you sent the reply	Only published articles within their review date are sent as cards. Others are left out, and the reply goes out with its text. In Help articles, set the article's Status to Published and a later Review by date
You cannot find the article under Add to reply	The search covers titles only, and lists only published articles within their review date
The card no longer opens for the customer	The article was unpublished, archived or passed its review date after it was sent. Publish it again or set a later date
The conversation is not on the website chat	On other channels, articles are listed by their titles only and cannot be opened

“Powered by HyoNova” cannot be hidden#

The Show “Powered by HyoNova” switch is disabled unless your company's plan includes the capability Support chat without HyoNova branding. Without it the line is always shown, whatever was saved before. It is a capability of its own: advanced Support does not include it. A new widget also shows the line until its first save. See Plans & billing.

Help articles do not appear in the chat#

Cause	What to do
Help articles are off in the widget	In the widget's Experience step, turn Help articles on. It is off for a new widget
The home screen is off	The Help view is part of the home screen. Turn Home screen on
The article is a draft	Set its Status to Published
The article is past its review date	The list marks it Expired — needs review. Review it and set a later Review by date, or clear the date
The article is in another language	Visitors see articles in their chat language and those marked Any language
There are many articles	The Help view lists up to eight at a time. Visitors find the others by searching; use Order to put the most useful first

An image or photo is refused#

Brand images of a widget and agents' support photos must be PNG, JPEG or WebP images of up to 1 MB and at most 2048 × 2048 pixels. HyoNova checks the content of the file, not only its name: This file is not a PNG, JPEG or WebP image. means the content is something else, and The image is larger than 1 MB. Choose a smaller one. means it is too big. A picture that is wider or taller than 2048 pixels is refused even when its file is small: make it smaller and upload it again. A file that is damaged, or that is not a standard PNG, JPEG or WebP file, is refused as well: save the picture again from an image editor and upload the new file. A widget's brand images can be added only after the widget was saved for the first time.

A picture that is accepted is stored without the information hidden inside its file, such as where it was taken. The picture itself is not changed, but an animated PNG is stored as a still picture.

A reply was not delivered#

The message shows Not delivered with a reason.

Message	Cause	What to do
The reply window for this customer has closed. On WhatsApp, send an approved template.	More than 24 hours since the customer's last WhatsApp message	Send an approved template. See Reply windows
The customer last wrote more than 7 days ago	Messenger or Instagram, more than 7 days since the customer's last message	Meta allows no reply now. Wait for the customer to write again, or contact them another way
This channel is not connected, so the reply cannot be delivered.	The channel is disconnected, needs attention or is not configured	An admin reconnects the channel. See Channel states
This channel cannot deliver attachments.	Email replies cannot carry attachments	Send the reply without the file, or share it another way
This customer is blocked.	Someone blocked the customer	A colleague with access can unblock them in the customer context
This conversation is closed.	The conversation is closed	The customer can write again to reopen it

When the reason says the failure is temporary, HyoNova has already retried; use Retry to try again. This failure cannot be fixed by retrying. means the cause must be fixed first.

A channel shows "Needs attention"#

Meta refused HyoNova's access to that WhatsApp number, Page or Instagram account. Common causes: the access was removed in Meta's business tools, it expired, the person who connected it lost their role on the Page or WhatsApp account, or the message subscription failed. An admin chooses Connect with Meta again, reconnects the asset, then uses Test connection. Messages that customers sent while the channel was broken may not arrive.

"Not configured"#

WhatsApp, Instagram or Messenger: HyoNova has not set up its Meta connection yet, or your company has not connected the asset. See Connect WhatsApp, Instagram and Messenger.
Email: inbound email is not switched on in HyoNova yet. See Support email.

An agent's inbox is empty#

Agents see only the conversations of the queues and inboxes they belong to, the ones assigned to them and tickets shared with them. An admin adds the agent to the right queue in Company administration › Support. Managers and admins see every conversation.

The inbox updates slowly in one tab#

One person can keep Support live in up to six browser tabs or windows at a time. A further tab still works, but it shows new conversations and messages about every 20 seconds instead of at once, and it does not show Customer is typing….

Close the tabs you do not use. Count every tab and window in which you have Support open.
The slow tab recovers by itself. Once a place is free, it gets live updates back within about half a minute. You do not need to reload it.
Nothing is lost. Every message arrives in every tab. Only the delay differs.

"Another agent already took this conversation."#

Two agents took the same conversation at the same moment. Only the first succeeds. Reload and choose another conversation.

Conversations are not assigned automatically#

Automatic assignment happens only in queues set to Round robin or Least active, and only to agents who are Online and below their capacity. Online means that the agent chose Online and has HyoNova open. Check the queue's Assignment, its members, their status and the capacity per agent. In Manual queues, agents take conversations themselves.

Assignment happens when a conversation arrives. Conversations that found nobody at that moment stay unassigned; an admin can send them through their queue's assignment again with Route unassigned conversations. See Route unassigned conversations.

A conversation went to the wrong queue#

Open Routing rules and use Test rules with the same channel, website domain, language and message text. Rules run in order; the earlier rule wins, and a rule with Stop processing ends the evaluation. Conversations that no rule matches go to the company defaults.

The SLA looks wrong#

You see	Explanation
Paused	The ticket is Waiting on the customer and the SLA pauses while waiting. When the customer answers, the clock resumes with the time that was left
The due time skips nights or weekends	The SLA counts only business hours. Check the business hours, their time zone and closed dates
At risk early	The warning starts when the share of time set in Warning at is used — 80% by default
Breached after the ticket was resolved	A breach is permanent: once a target was missed, the ticket stays marked as breached
No SLA	No SLA applies to the ticket. Set a company default SLA or a default SLA on the queue
An unexpected SLA	The SLA comes from a routing rule, then the queue's default SLA, then the SLA for the ticket's priority, then the company default

Status changes are refused#

This status change is not possible from the ticket's current state. — the workflow does not allow that change.
Closing a ticket that is not resolved, changing a ticket's SLA, merging tickets and reassigning a colleague's conversation are manager actions. See Who can do what.
Someone changed this ticket meanwhile. It has been reloaded; try again. — a colleague edited the ticket at the same time. Check the new state and try again.