Once Messenger is enabled, end-users will find a button in the lower right corner. However, there might be cases where the messenger button is not appearing either in your Help Center or an external site.
- System administration with Manage Channels permission.
If your messenger chat button is missing, it means that:
- Your messenger app has an unfinished configuration in Admin > Messenger > Configuration.
- You forgot to save the changes while configuring it.
- A possible system-wide issue with Kayako.
To resolve this, you need to go through all the steps for Enabling and Customizing Kayako Messenger and make sure you fill in all the fields of the messenger configuration wizard.
IMPORTANT NOTE: Don't forget to save the changes by clicking the Save configuration button at the end of the setup.
Once you have successfully configured the messenger channel and saved your configuration, you should be able to see the button or icon as shown in the screenshot above.
Go to your Help Center or to the site where you added your messenger to check if the button is present.
If the problem persists, please contact support by submitting a request or by clicking the Submit a ticket button at the top or at the bottom of this page. Please provide a video showing the replication of the issue from the configuration stage to the testing stage. This will be able to help us expedite the investigation.