Frequently Asked Questions

Facebook Live Chat

Please WHITELIST your domain in your fanpage settings, save on the Zotabox setting page and refresh your website. (you need to have admin access to whitelist your domain on your fanpage). Please be sure to copy and paste your website domain exactly from your browser window.


Also, have no age or country restrictions in your settings.


If the facebook chat is not appearing at all, please make sure you don’t have any ‘adblocker’ extensions in your browser settings.


Facebook chat will only work with fanpages or business pages (not personal facebook accounts).


In some cases, Facebook will block a whitelisted domain. We do not know the reason and can not override this. Please contact Facebook support directly to help you in this case.

(The button will open a New Messenger tab in this case).


WordPress users, if you have whitelisted your domain (by copying and pasting your domain url) and the icon still does not display, please embed our code manually using these easy instructions to avoid conflicts with custom themes.


A slow internet connection may cause the chat icon to display slower.

Everything ‘inside’ the chat box is controlled by Messenger.


Zotabox can not edit the 1st greeting inside the chat box “Hi, how can we help you?”. (you can select your language though on our setting page).


We also can not turn ON/OFF the Messenger tab automatically (this maybe a feature we offer in the future) but you can have a custom daily message inside Messenger when you are ‘away’.


Please go to your facebook fanpage or business page “settings – messaging” to create a greeting, instant message and scheduling.










Facebook will ask your visitors to create a Messenger account if they do not have a Messenger or Facebook account already but with almost 2 billion active users on Facebook/Messenger most of your visitors will already have an account.

To avoid conflicts with custom wordpress themes, we recommend installing our zotabox embed code manually using these easy instructions –


If you added Zotabox to a 2nd wordpress site but it is displaying the settings from your 1st site, please follow these instructions to re-connect it properly.

Mobile browsers are not ‘integrated’ with Messenger and may ask you to ‘login’ to send a message. After the 1st message is sent, your browser will ‘remember’ your login and will not ask you again.

This problem is caused when another facebook script on your website is overriding the language settings of our facebook live chat. Please check your other facebook scripts to find the cause.

This is a feature of Facebook to protect your website visitors.



This message is from Facebook’s spam protection. Only a few of your customers will see this. We can not control who sees this message on our end.

This is a temporary browser cache issue if you leave the facebook chat box open and revisit your website in a short time period.

Your new visitors will see a closed chat box tab. You can test in a private browser window to confirm there is no problem.

Please check your facebook fan or business page is in the correct format.

Use this format OR



Please install the Facebook “Pages Manager” app to manage mobile notifications for your business facebook fanpage.


Be sure your notifications are turned ON for your “Pages Manager” AND your general phone notifications for “Pages Manager”.


Also, make sure any ‘Do not disturb’ settings are turned OFF on your phone.



Yes, you can use our custom CSS to customize where the icon displays on mobile devices.


This is one of our premium features. Your developer will be able to help you once you upgrade or we can do a one-time adjustment for you after you upgrade at no additional charge.


Yes, please go to your dashboard – upper right corner to add another website to your zotabox account.






If you would like to add another Facebook Live Chat to the SAME website, please use our multi-tool feature on the setting page. Multi-tools is one of our premium features.


Unfortunately, for technical reasons we can not integrate the facebook live chat with our social mobile bar. The Messenger live chat icon should display above the mobile bar.


If you would not like to display your live chat icon on mobile, please choose ‘minimum screen size – tablet’ on the live chat setting page ‘display rules’.

Facebook does not support live chat on Internet Explorer.


Our custom tabs will ‘redirect’ customers to Messenger on another IE browser tab.


The default Messenger icon does not load well in IE.