My visitor can't see the agent's replies. What's wrong?

First check whether a reply exists in Codus's chats tab. If it does, investigate delivery to the visitor's widget. If it does not, check whether the conversation is waiting for a person, whether an agent can answer and whether cloud answering has the knowledge and budget it needs. Domain settings are one possible cause, not a diagnosis for every missing reply.

Before you start

Use the same support instance, website and conversation on both sides. A message visible in a visitor's browser does not prove the server accepted it. Note any error before refreshing or clearing browser data.

If a reply exists in Codus but is missing on the website

1. Open chats → instances, expand the correct instance and check domains against the site's actual domain, including its subdomain.
2. If a request reports origin not allowed, add only the intended site domains. Separate several with commas; a wildcard such as *.example.com covers that domain and its subdomains.
3. Test on the live website. Localhost is allowed for development, so a working local test does not prove the live domain is configured.
4. Confirm the site uses this instance's widget configuration, rather than an older or different instance.
5. If the problem remains, collect the page address, time and browser network error. Site security rules, blocked requests, connectivity or a conversation/session mismatch also need checking.

An empty domain list allows any domain. Do not remove all restrictions as a permanent workaround. Domain checks apply to widget requests, including sending; the old claim that sending always works while only reading is blocked is not reliable.

If nobody has replied yet

• Open the thread and check its state. Waiting or escalated may need a person to respond.
• Check whether the desktop is online and its support agent is available.
• For cloud answering, check a fresh support brief, the published answer library and the instance's budget. A new brief does not publish new help pages.
• If the visitor receives a holding message, that is not evidence that a bug has been fixed or a separate email has been sent.

See support while the desktop is closed.

How do I know it worked?

On the live site, send a harmless test message and confirm it appears in the correct Codus conversation. Reply from chats, confirm the visitor sees it, then refresh and check the conversation still loads. Verify both directions; a typing indicator alone is not proof of delivery.