---
title: Troubleshoot the GridChat Visitor Experience
description: "Quick checks for common visitor-facing GridChat questions."
url: "https://grid365.net/docs/troubleshoot-the-gridchat-visitor-experience/"
updated: "2026-10-08"
category: GridChat / Troubleshooting
tags:
  - GridChat
  - Troubleshooting
---

# Troubleshoot the GridChat Visitor Experience

Use these checks when the GridChat visitor experience does not behave as expected.

## The chat button is not visible

Refresh the page and confirm that the website has loaded normally. If GridChat remains unavailable, contact Grid365 support.

## An answer does not include a link

GridChat adds links only when a relevant website page or resource is useful to the answer. Not every response requires a link.

## A transcript does not arrive

Confirm that the visitor opted in and entered the correct email address. Email delivery also depends on the website email system.

## The conversation was closed

Open GridChat again. Conversation persistence is designed to help maintain the visitor experience while navigating the website, but a new session may begin after the previous session ends.

## Still need help?

Contact Grid365 support if the issue continues.