Why is the Shopify Inbox chat function not visible on our website?

Shopify Discussion
1

Hi Shopify experts,

The Shopify Inbox chat function is somehow being blocked and is not visible on our website. Would anyone please be able to help us out?

Thank you so much.

Shannon

2

Hi Shangraham,

Could you provide me with a Store URL so I could have a look at the issue for you?

3

Hi Jovilh, Thank you.

The url is petdrs.com.au

We have this same theme across 2 differnt urls and the inbox works fine, it is just this website. Te other url is grahamsnatural.com.au where it is working fine!

4

Thank you.

I have some follow-up questions:

  • Are you sure it’s being blocked but maybe it’s not being added to the website at all?

  • Did you use a third-party app to add the live chat function? If so then what’s the name of the app that you’re using?

If you could provide any screenshots that would help showcase the issue that would be most helpful.

5

Hi Jovilh,

Thank you for your quick response.

We have confirmed that it was installed as we uninstalled it and added it back several times to ensure. this.

We have no other chat app installed nor have we ever had one installed. It is very strange…

6

What’s the name of the app you’re using?

7

Shopify inbox app

8

I checked using Developer tools and it doesn’t look like it’s getting added to your website at all. I also added Shopify Inbox to my own shop and it loads and shows up fine.

There are multiple reasons why this might happen. Without looking at the code I can’t do much I’m afraid. But my suggestion would be to try and disable other apps that might interfere with Shopify Inbox or reach out to the developers of the app.

9

Hello, Are you sure its set to ‘visible’ on the chat settings page?

10

Hi Jovilh,

Thank you very much for all of your advice.

I will disable a few apps to see if this is the issue. Shannon

11

Hi Jordan,

Yes, it is set to visible. We have this app on other websites with the same ‘copied’ theme and it works fine.