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 Social Intents is allowed
- Search for the bot - In Google Chat, search for "Social Intents" in the app directory and install it directly
- Try adding to a space manually - Open a space, click the space name, select Apps & integrations, and add Social Intents
Chats not arriving in the space
Solutions:
- Verify the widget code - Confirm the JavaScript snippet on your website matches the one in your widget settings
- Check space configuration - Make sure the correct space is selected in your widget's settings
- Confirm the bot is in the space - Open the space, check the member list, and verify the Social Intents bot 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 target space in AI Actions
- Make sure the Social Intents bot is installed in the target space
- 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.comtoscript-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).