Live Chat and AI Problems

Live Chat, the HelpGent AI platform account, and the AI Assistant can report separate connection states. Check the relevant settings panel first so you can tell whether the issue is a missing connection, an invalid license, a non-production approval requirement, or a form workflow problem.

Live Chat checks

1. Go to HelpGent → Global Settings → Live Chat.
2. Confirm the account is connected and the usage panel loads.
3. If it is disconnected, enter the HelpGent account credentials and select Connect account.
4. Send a test message from a published form that includes the live-chat workflow.

HelpGent AI platform checks

1. Open HelpGent → Global Settings → HelpGent AI → Account & credits.
2. Confirm that the Pro license is valid and that the platform status is connected.
3. For a local, staging, or other non-production site, complete the explicit wpWax approval flow if the connection response requests it.
4. Confirm that the account has available credits if the feature requires them.
5. Retry the credit-backed generation action after the platform connection is ready.

AI Assistant checks

1. Open the Assistant and Knowledge sources tabs.
2. Confirm the assistant is enabled and its settings load.
3. Open a response and test Draft with AI or a conversation summary. These features can work through the assistant service even when Account & credits platform pairing still needs approval.

Verify the result

• Live Chat shows a connected state or a specific account message.
• Account & credits shows the platform and credit status.
• The Assistant settings and a draft or summary test confirm the separate assistant connection.
• The test message or relevant AI action creates the expected response or suggestion.

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