Frequently Asked Questions

Facebook Live Chat

Zotabox is responsible for displaying the Messenger icon on your website only.


Make sure the ‘auto-display welcome message box is checked on your Zotabox setting page.






To have the ‘live chat’ on your website (instead of redirecting to a new Messenger tab), you MUST meet the following facebook conditions.


WHITELIST your domain in your fanpage settings and save on the Zotabox setting page (and refresh your website). (Be sure to copy and paste your website domain from your browser window to your fanpage Whitelist settings. You need to have admin access to whitelist your domain on your fanpage).


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


Have absolutely NO restrictions in your fanpage settings (including age, country, messaging, tagging, languages etc.) Live chat will NOT work with ANY restrictions on your fanpage settings.


Your facebook fanpage must be PUBLISHED.


Facebook Live Chat will only work with secure websites. https:// (NOT  http://)


Disable any ‘adblocker’ extensions in your browser settings.


Refresh your website browser (ctrl F5) IF the live chat appeared on your site before.


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.

(Our custom icon 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 default chat icon to display slower or not at all. Please choose a custom icon to redirect to Messenger in this case.



If you meet ALL of facebook’s conditions, please contact Facebook support. Zotabox is unable to help you in this case. (99% of merchants who meet ALL of the above conditions can display the live chat on their website).


You maybe redirected to the Messenger app on mobile browsers IF you meet these conditions.



On mobile devices, you will be redirected to the Messenger app IF:


A. You click on our custom icon before the facebook script loads (Please wait a couple of seconds)


B. You have an old operating system or mobile browser.


C. Your visitor has not opened Messenger within their mobile browser before. Your visitor will be asked to login OR create a Messenger account and then will not be asked again.


Note: Messenger will NOT auto open the chat box on mobile devices. Your visitor HAS to click the mobile icon.


Messenger will display ‘full screen’ on mobile devices. This is a Messenger setting that we can not override.


Please go to your facebook fanpage – messages to see incoming messages from your visitors.


Your visitors will see your reply LIVE on your website (you will see THEIR messages in your facebook fanpage).


Please install the PAGES MANAGER app on your mobile device to receive messages on mobile devices.


You need admin access to your facebook fanpage to see and respond to messages from your website visitors.


When testing on your website you will see YOUR name in the Messenger chat box (Your website visitors will see THEIR NAME when visiting your website)


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





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.

This problem is caused when another facebook script on your website is overriding the language settings of our facebook live chat.


Example:  // (on your website) should be //  (or your language)


(en_US = English) (pl_PL = Ex. your language)


You may need a developer to help you update the scripts on your website. We can not do this on our end.











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 and ad blockers are disabled.



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 simple adjustment (such as move icon or change color) for you after you upgrade at no additional charge.


This is a facebook ‘bug’ and we have informed them.


After opening the chat box on your website, it may automatically scroll to the bottom of your website. Zotabox ‘temporarily adjusts’ by scrolling ‘back’ to the original position.


We are waiting for facebook to fix this bug on their end.


Thank you for your patience.

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.

When testing, you will see YOUR social account (to share your website or ‘chat’).


When your VISITORS come to your site they will see THEIR social account (when sharing your website or in the chat box).


We hope this clears up any confusion.