• The app installed fine, activated fine. Then on prompt to connect, it didn’t and got failure to connect.

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  • Hi @rossplank

    I am sorry about any inconvenience caused due to this.

    We have recently received similar complaints from a few other customers and our development team has been notified about the bug. We are committed to find a permanent fix at the earliest.

    Also, many of our customers who reported this issue were able to connect their account when they switched the browser to Mozilla Firefox, instead of Chrome or MS Edge. While it worked for most of them, it did not work for all but we are trying to find a pattern here.

    If you wish to get started with the chat function immediately, you can add the javascript snippet to the bottom of the <header> section of your web site. You can find the JS snippet by signing into your Sonetel account. Then go to Company settings -> Customer Service – > Website chat -> Integration.

    Kindly write an email to “support.supervisor@sonetel.com”, so we can keep you posted on the progress.

    Thanks for your patience while we work through this.


    Abhishek K
    Support Supervisor
    Sonetel Customer Service

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