My chat isn't appearing on my website
If your embedded chat isn't showing up, it's almost always the authorised website URL or the public-access setting. Here's how to fix it.
Start here: the authorised website URL#
The most common reason a public chat doesn't appear is a blank authorised website URL. This field does double duty — it's where LucyIQ reads your pages and the list of sites where your chat is allowed to show. If it's empty, your public chat is switched off on purpose.
Fix: open Manage my Lucy → Knowledge and make sure your Authorised website URL is filled in with the address where you've added the chat.
Check public access is on#
If your authorised URL is set but the chat still doesn't appear for visitors who aren't logged in, check that public access is turned on for that agent. Without it, the chat is only available inside your dashboard and to logged-in users.
Check the code is in place#
- Confirm the embed code is pasted into your website, just before the closing
</body>tag. You can copy it again any time from Add to your website at the bottom of your agent's Appearance tab. - If you recently changed between the pop-up and full-window styles, re-copy the code — switching styles is the one change that needs a fresh copy.
- Clear your browser cache, or view your site in a private window, to rule out an old cached page.
Still not showing?#
- Make sure the address in your authorised website URL matches the site where the chat is embedded.
- If you have more than one agent, confirm you embedded the right one.
- If everything looks correct and it still won't appear, use Still need help? below and our team will take a look.