If the HappyFox Messaging widget does not offer an agent, check setup, support hours, and agent readiness.
Check widget setup
- Confirm Messaging is enabled for your account.
- In Chatbot administration, open the widget's WEB MESSAGING → Configuration page.
- Confirm Enable Web Messaging is on and saved.
- Check the incoming category and its associated agents.
- Under Chatbot → Installation, confirm Enable Chatbot is on and the installation code is on your website. This switch keeps the widget visible.
See widget setup for the direct agent entry path.
Check agent readiness
An agent in the incoming category must be signed in and Available for Messaging. Agents start Unavailable after sign-in. Their role needs Assign tickets and Add reply via agent panel permissions.
Review the team in Manage Availability. If it is empty, check category staffing and permissions.
Check support hours and entry point
If Work Schedules is enabled, check its hours, time zone, and holidays. An agent must also be Available within those hours. See work schedules.
Turn on Instant Escalation to show Chat with an agent in the opening prompts. Visitors select it to enter their name and email without asking a chatbot question.
Confirm the fix
During support hours, open the widget with an eligible agent Available. Confirm the visitor can request an agent and the agent receives the alert.
If the option is still missing, contact HappyFox Support with the widget name, installation-switch state, test time/time zone, schedule, and checks performed.