No Audio or Response

Fix issues where you can’t hear the agent or it doesn’t reply.

What’s happening

Common causes are browser audio output, blocked microphone, ad/cookie blockers, network issues, or no remaining minutes.

Quick checks

• Volume is up and not muted.
• Headphones or speakers are connected and selected.
• Your site uses https://
• You have minutes left (base or add‑on).

Steps

1. Test in Live Preview

   • Open Live Preview.
   • Click the voice button and choose Allow for the microphone.
   • If it works here, the issue is likely with your website embed or domain settings.

2. Allow microphone

   • Follow Microphone access.
   • Reload the page and try again.

3. Check domain settings

   • Make sure your site is listed in Configure allowed domains.
   • If you have staging and production, add both domains.

4. Verify the embed code

   • Paste the code before the closing </body> tag. See Embed on any website.
   • Clear caches (site/CDN) and hard refresh (Shift + Refresh).

5. Check for blockers

   • Pause ad/cookie blockers or privacy extensions for your site and try again.

6. Confirm minutes

   • If minutes are out, the agent may stop responding. See Plans and minute packages.

Tips

• On laptops, pick the right output device in system sound settings.
• Try another browser to isolate browser‑specific settings.
• Knowledge‑heavy questions may take longer than a simple greeting.

Still not working

• Open the browser console and look for errors.
• Re‑test in Live Preview.
• If Live Preview works but your site doesn’t, re‑check the embed location and allowed domains.

Next steps

• Microphone problems: Microphone access.
• Go‑live checks: Test your live agent.