Follow these steps
Use the workspace and website that you intend to configure.
- Select the organization and website where the messenger is installed.
- Clear inbox filters and search for the visitor or a phrase from the conversation.
- Distinguish a playground or fictional demo conversation from a live website conversation.
- Send a new test message on the published site and note the time. If it is still missing, report the URL and test time.
What to check
A copied embed from another website can send a conversation to the wrong site configuration.