Troubleshooting

The chat does not appear on my website

• Check that the Mythic pixel loads on the page. The chat stays hidden without it.
• Check that Mythic Analytics is connected in Settings › Business › Mythic Analytics. The Install page shows an error if Mythic rejected your location id or API key.
• If you pasted the snippet, check that data-site matches the site id on your Install page.
• If you use the Mythic tag, check that the Sidesk chat tag is on and its trigger matches the page.

Customers do not get my replies by email

• Chat replies are emailed only if the customer has not seen them within 10 minutes, and only if SI Desk knows their email.
• If you send from your own address, click Send test email in Settings › Business › Outgoing email to check your mail server details.
• Ask the customer to check their spam folder.

Customer emails do not reach the inbox

This only applies when you send from your own address.

• Check that your Emailit inbound route points at the webhook address shown in Settings › Business › Inbound email (Emailit).
• Check that the Emailit API key and Webhook signing secret match your Emailit account.

Push notifications do not arrive

• Click Send test in Settings › Notifications on that device.
• On iPhone, open SI Desk from the Home Screen, not from Safari, and allow notifications in Settings › Notifications › SI Desk.
• On a computer, allow notifications for SI Desk in your browser's site settings, then reload.
• Check Notify me about for the events you want.