Troubleshoot Chatlio in Discord

Start with /chatlio status in your Chatlio channel. It shows whether the widget is on and what controls its availability. If you are still stuck, contact us with your widget name and what you tried.

I do not see Add Chatlio to Discord

If the button is missing when you start a new widget, contact us and we will check whether Discord setup is on for your account.

If the page says “Discord authorization is temporarily unavailable”, refresh the page or try again later. Contact us if it stays that way.

Visitor messages do not show up in Discord

Chatlio usually lost access to the channel. This happens when a channel is made private, or its permissions change, without including Chatlio.

In Discord, open the channel’s Edit Channel, then Permissions.
Add the Chatlio app if it is not listed.
Make sure it has: View Channel, Send Messages, Create Public Threads, Send Messages in Threads, Read Message History, Attach Files, Manage Webhooks and Manage Channels.
In the dashboard, open the widget’s Widget Install page, select Open test page, and send a test message.

Also check these:

The channel was deleted. The widget goes offline and the dashboard shows Choose a channel for it again. Choose or create a channel there to bring the widget back.
Chatlio was removed from the server. The dashboard shows Removed from Discord and visitors see the widget as offline. In the dashboard, start a new widget, click Add Chatlio to Discord and pick the same server. Chatlio restores your existing widget instead of making a second one.
Only one visitor is missing. Run /chatlio ban list. Chatlio drops messages from a banned IP address without telling the visitor, and a ban covers everyone who shares that address. Remove a ban with /chatlio unban <IP address>.

Visitors do not get my replies

Reply inside the visitor’s thread, or start a main-channel message with the visitor’s handle (for example @visitor-12 Hello). Other messages in the main channel are not sent to anyone.
A message that mentions a teammate you picked from Discord’s mention list is a note to your team. The visitor does not get it.
If the conversation has ended, the thread is archived and replies there are not delivered. Chatlio starts a new thread when the visitor writes again.
If the text arrived but a file did not, check the file’s size. Chatlio sends files up to 25 MB from Discord to the visitor, and sends the text of your message first.

Visitors cannot send files

On the widget’s Behavior page, select Allow file uploads.
In Discord, check that Chatlio has the Attach Files permission in the channel.
A file from a visitor can be up to 10 MB.

A saved reply was sent that nobody chose

The saved reply has Send automatically selected. Chatlio sends it whenever a visitor’s message contains one of its trigger phrases, and posts a note in the thread saying it matched and sent the reply automatically.

To stop it, open Saved Replies in the dashboard, edit the reply, and clear Send automatically or change its trigger phrases.

A conversation ended that nobody ended

Chatlio ends a conversation when its thread is closed or archived in Discord.
By default, Chatlio also ends conversations that started more than 12 hours ago and had no message in the last 15 minutes. It checks every 30 minutes.

Both run your post-chat actions, such as emailing the transcript. If the visitor writes again, Chatlio starts a new thread.

A transcript is missing or incomplete

No transcript arrives when a conversation ends. On the widget’s Behavior page, find Chat transcripts under Webhooks and post-chat actions. For email, enter the address and select Enabled. For a webhook, enter the address and select Automatically post to webhook when a Discord conversation has ended. /chatlio discard never sends one.
Chatlio posted a warning in your main channel. It could not send the email or post to your webhook. For a webhook, check the address on the Behavior page. If that is right, contact us.
Messages are missing. Chatlio builds the transcript from the thread, so it needs the Read Message History permission in the channel. It reads the 500 most recent messages, so a longer thread loses its oldest ones. Notes to teammates are left out on purpose.

“This interaction failed”

Discord shows this when Chatlio did not answer a /chatlio command in time. The command may have run anyway, because Chatlio runs it before it answers.

Check what happened before you run it again. Run /chatlio status to see the widget’s state, and look in the thread for what was sent.
A settings toggle run twice puts the setting back where it was, and a saved reply run twice is sent twice. /chatlio on and /chatlio off are safe to repeat.
For /chatlio end, check the thread first. If the conversation card in your channel says Closed, it already ended.
If it keeps happening, contact us with the command, the time, and your server name.

/chatlio is missing, or I am not allowed to use it

By default only members with the Administrator permission can run /chatlio. An admin can open Server Settings → Integrations → Chatlio, select /chatlio, and add your support role or members.

If nobody sees /chatlio, Chatlio may have been removed from the server. Check whether the dashboard shows Removed from Discord, then add Chatlio back as described under Visitor messages do not show up in Discord.

“This command is only available inside a Chatlio visitor thread”

Commands such as /chatlio end, /chatlio info and /chatlio reply act on one visitor, so run them inside that visitor’s thread, not in the main channel. See the command list.

“This conversation has ended”

You ran a command in the thread of a conversation that is already over. Only /chatlio ban and /chatlio unban work there.

For a command about the visitor, such as /chatlio info, use the visitor’s open thread. They have one only if they started a new conversation.
For a command about the widget, such as /chatlio status, use your Chatlio channel.

“Your current plan does not include this feature”

/chatlio reply, /chatlio question-group and /chatlio visitors depend on your plan. See pricing, or change your plan under Account in the dashboard.

A screenshot or information request does nothing

/chatlio screenshot and /chatlio ask-for-info reach the visitor only while the widget is on and online, and while the visitor is still on your site. Chatlio’s answer to the command says which of the two is missing. Turn the widget on, or try again when the visitor is back.

I cannot find a visitor’s thread

Chatlio archives a thread when its conversation ends, and Discord keeps archived threads out of the channel’s list of active threads. Open the channel’s Threads list and look under archived threads, or use the thread link on the visitor’s conversation card.

The widget shows online when nobody is around

Run /chatlio status and read the Mode line.

Automatic. The widget is online while any member of the operator role is Online in Discord. Run /chatlio who-is-here to see who counts. Take the role away from people who do not answer chat, or ask them to set another status when they are away.
Manual. The widget has no operator role, so it is online whenever Chatlio is on. Choose a role as described under automatic presence.
If Manual is selected under Presence detection on the widget’s Behavior page, the widget ignores operator presence, even when the Mode line says Automatic. Select Detect presence automatically there.
Either way, you can set Operating Hours in the dashboard and turn the schedule on, so the widget is off outside your hours.

/chatlio off takes the widget offline right away.

The widget stays offline

Run /chatlio status to see what is in control.
With automatic presence, at least one member of the operator role must have their Discord status set to Online. Every other status counts as unavailable. /chatlio who-is-here shows who counts.
If /chatlio who-is-here does not list you, check that you have the operator role. If you have it and you are Online, switch your Discord status to Invisible and back once. Chatlio learns a status when it changes.
If /chatlio who-is-here or the Behavior page says Discord presence is unavailable, contact us. The widget follows the on/off switch and your operating hours meanwhile.
With operating hours on, the widget is off outside your hours. /chatlio on overrides this until the next start or end of your hours.
If someone ran /chatlio off, run /chatlio on.
If the dashboard shows Removed from Discord or Choose a channel, see Visitor messages do not show up in Discord.

Troubleshooting Chatlio for Discord