The live chat disappeared to one of my customers, what can I do?

If one of your customers is not seeing anymore the live chat this might be the issue

Luca Micheli
Written by Luca MicheliLast update 9 months ago

If your customers are experiencing a situation where the live chat does not appear to only a few of them, you might encounter an issue of an unauthorized user.

This issue is happening because when your users change the email in your platform, it should also reflect a change in the user in customerly.

Customerly has a binding between the user_id and the user email you pass in the live chat snippet for security reasons. 

The main golden rule is: You cannot have two users with the same email and different IDs.

The possible scenario is probably happening because one of your users decided to update their account's email in the following example.

The user signed up with this configuration.

user_id: 1,
email: ""

Now let's say your customer has another account with their corporate email and you are passing the information to Customerly.

user_id: 2,
email: ""

The issue happens when one of the two accounts decides to update its email and overwrite the other account's email.

As per the above-mentioned example, User ID 1 is now trying to update its email from to which is currently still used by User ID 2.

user_id: 1,
email: ""

This is causing the issue since we cannot authenticate a user trying to use an email used by another user ID.

If this happens, you can delete the user in your Customerly CRM with the email the user is now using.

As for the above example, you should delete the user with the email.

We recommend using the REST API to delete on Customerly the old user that is overriding the new email used by the user.

How to identify if this is the issue your customer is facing?

Check this tutorial to see what the Customerly Ping is passing from your end.

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