Live Chat Not Showing in WalkMe Menu
Last Updated June 25, 2024
Issue
The Live Chat button is not appearing in your WalkMe Menu.
Possible Solution
The Live Chat button will not appear in the WalkMe Menu if the Live Chat API is not available.
This is usually caused by one of the following:
- The Live Chat snippet/API is not present on the page
- No agents are currently available to chat
- For some providers, the API only returns if chat is currently active
- The agent ID is configured incorrectly for LiveAgent
- This can be checked using liveAgentConfig.chatId to get the ID of the current active provider
- Live Chat was configured for Zendesk, when you actually use Zopim, or vice versa
- Zendesk bought Zopim, but the chat providers for both still exist separately
- This can be easily tested running both API commands when chat is active to see which one is implemented
API Calls
Refer to the API call below to see if your Live Chat service is active on the page you would expect the Live Chat button to show in the WalkMe Menu.
| Chat Vendor | API Call |
| LiveAgent | liveagent.startChat('chatId') |
| Zopim | $zopim.livechat.window.toggle() |
| Olark | olark('api.box.expand') |
| Intercom | Intercom('show') |
| Habla | habla_window.expand() |
| LiveChat | LC_API.open_chat_window() |
| SnapEngage | SnapEngage.startLink() |
| Zendesk | zE.activate() |
| Tawk | Tawk_API.toggle() |
| Pure Chat |
purechatApi.set('chatbox.expanded', true); Only if purechatApi.get('chatbox.available'); is true |
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