Troubleshooting Google Chat Integration

2 min read Updated Nov 3, 2026 Google Chat

Below are common issues with the Google Chat integration and how to resolve them.

Connection Issues

Bot not appearing in Google Chat

Solutions:

Check Workspace admin settings - Google Workspace admins control which Chat apps are available. Go to Admin Console > Apps > Google Workspace Marketplace apps and verify the Live Chat app (by Social Intents) is allowed
Install the app - In Social Intents, go to Integrations > Google Chat > Connect, which opens the Live Chat app in the Google Workspace Marketplace. You can also search for "Live Chat" in the Google Chat app directory
Try adding to a space manually - Open a space, click the space name, select Apps & integrations, and add the Live Chat app

Chats not arriving in the space

Solutions:

Verify the widget code - Confirm the JavaScript snippet on your website matches the one on your widget's Deploy tab
Check space configuration - Make sure the correct space is selected under Route chats to Google Chat space on the widget's Settings tab. If the space is not in the list, mention @Live Chat in it and reload
Confirm the bot is in the space - Open the space, check the member list, and verify the Live Chat app is present
Check Google Workspace status - Google Chat outages can prevent message delivery. Check the Google Workspace Status Dashboard

Message Issues

Visitor messages not reaching agents

Verify that agents are responding within the correct thread. Messages posted outside the thread are not connected to the visitor conversation
Check if the chat session is still active. If the visitor closed their browser, the session has ended

Interactive cards not displaying

Google Chat requires certain permissions for apps to post interactive cards. Ensure your Workspace admin has not restricted app messaging capabilities
Try removing and re-adding the bot to the space

Routing Issues

Escalation routing not sending to the correct space

Check that the AI chatbot is enabled on the widget
Review each escalation action's Route to Google Chat space setting under AI Agent > Actions
Make sure the Live Chat app is installed in the target space and that @Live Chat has been mentioned there
Verify that routing instruction descriptions are specific enough for the AI to differentiate between routes

Notification Issues

Check space notification settings in Google Chat
Verify that Do Not Disturb mode is not active
On mobile, confirm Google Chat has notification permission in your device settings

Widget Issues

Chat widget not appearing on the website

View your page source and confirm the Social Intents script tag is present
Test in an incognito window with extensions disabled (ad blockers may prevent the widget from loading)
If your site uses Content Security Policy headers, add socialintents.com to script-src

Getting Help

If these solutions do not resolve your issue, contact Social Intents support with your widget ID, Google Workspace domain, space name, and any browser console errors (F12 > Console).