Use this Dragwyb Click to Chat FAQ to troubleshoot common setup, AI assistant, support-ticket, WooCommerce order lookup, and floating-widget issues. Each guide explains what to check first and links the symptom to the relevant plugin configuration or implementation.
Support forms and customer ticket lists
- How do I add a standalone support ticket form? — Use the dedicated shortcode to place a ticket creation form independently.
- How do I add a user ticket list? — Display the current customer’s permitted ticket list separately from the form.
- Why can a customer see a private staff note? — Check the note type and verify customer-facing visibility with a test account.
- Why can a guest not access a support ticket? — Check the guest access token and the intended ticket-access flow without sharing private links or tokens.
AI assistant troubleshooting
- Why does the AI assistant return no answer? — Check provider connectivity, enabled features, knowledge-base indexing, retrieval settings, and errors.
- Why does the AI assistant return poor answers? — Review assistant instructions, model/provider choice, and whether the retrieved source content answers the question.
WooCommerce and floating widget issues
- Why does WooCommerce order lookup fail? — Verify WooCommerce availability, the order identifier, and authorization for the requested order.
- Why is the floating chat widget not visible? — Check module/channel enablement, desktop/mobile visibility, page-specific rules, and script conflicts.
Before troubleshooting
- Confirm the relevant Dragwyb Click to Chat module is enabled and saved.
- Check the setting that belongs to the affected feature instead of changing unrelated settings.
- Test with a non-sensitive sample question, customer account, ticket, or order where applicable.
- Review available logs and browser errors when the issue persists.
- For ticket privacy and order access issues, stop testing with real customer data until access controls have been verified.
Feature availability and exact options can vary with the installed version and enabled modules. Use the individual guides and the settings visible in your installation as the source of truth.