Security, limitations and troubleshooting

Visitor Intelligence & Live Engagement

Resolve a missing Visitor Intelligence menu

Check activation and View permission.

Resolve missing visitor events

Check collection enabled, site key, endpoint, consent, DNT/GPC, staff exclusion and browser requests.

Resolve invalid_site

Copy the exact configured site key into data-site.

Resolve collection_disabled

Enable collection or intentionally leave it disabled.

Investigate ignored collection

Check DNT/GPC, staff exclusion and privacy attributes.

Resolve an empty Live Monitor

Check recent event timing, live window and successful collection.

Resolve a missing session detail

Confirm the session still exists and the correct ID is used.

Resolve a chat that will not open

Confirm a valid session, View permission and successful chat endpoints.

Resolve chat message validation errors

Use plain content between 1 and 2000 characters and avoid immediate duplicates.

Resolve an incorrect unread badge

Check polling, thread read state and administrator endpoint responses.

Resolve microphone access problems

Use HTTPS and grant browser permission.

Resolve WebRTC connection failure

Check compatible browsers, offer/answer, ICE exchange and network restrictions.

Verify retention cleanup

Do not assume scheduled deletion; implement or confirm an external call to cleanup_old_data before relying on retention.

Review IP storage privacy

Disable full IP unless justified and document retention and access.

Apply Visitor Intelligence security controls

Use consent, least privilege, HTTPS, constrained public routes and log review.

Verify Visitor Intelligence after deployment

Test snippet load, collect, ping, Live Monitor, session detail, chat and an optional voice call.