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Frequently asked questions

Account​

How many channels can I create in my Chative.IO account?​

There is no limit to the number of channels you can create in your Chative.IO account. You can create as many channels as needed to connect with your websites and business social accounts, such as Facebook pages, ZaloOA, Instagram Business Account, and more.

What is the difference between member, agent and seat?​

In Chative.IO, these terms refer to the same concept. They are individuals within your Chative organization who can assist in managing and engaging with your customers.

What is the difference between account and organization?​

In Chative.IO, each user has their own organization by default. You cannot create additional organizations, but you can join and access multiple organizations through invitations.

How many organizations can I create in my Chative account?​

You can create one organization in which you are the owner. However, if you're invited to join other organizations, you'll have access to multiple organizations, including the one you own and those where you hold Admin or Agent roles.

To switch between organizations, follow these steps: Click on your avatar > Click Switch organization > Choose the organization you want to access.

Setting​

What is an ideal loading time for the Chat widget?​

A good loading time for the Chat widget is typically around 2 to 3 seconds. If your widget loads within this range, it's performing well and providing an optimal user experience on your website.

Does Chative.IO have free plan?​

Yes, we offer a free STARTER plan with no fees. Additionally, we provide a 14-day free trial to explore all features. During the trial, you can select a premium plan (TEAM or BUSINESS) or skip and activate the plan anytime. Upgrade within 7 or 14 days to unlock an exclusive 20% OFF all additional costs for the next 24 months. Try it now!

Security​

Is my business and customer data secure?​

Absolutely! We prioritizes the security of your data and follows the European GDPR data policy to ensure its safety and confidentiality. Explore our Privacy Policy here!

Shopify​

Why can't I access Shopify features in Chative Inbox?​

Your access to Shopify features in Chative Inbox might be restricted due to a permission lapse between the two platforms. You'll see a warning in the Shopify Add-on section for each store with this issue. To resolve this, you'll need to update Chative app on your Shopify store. This typically occurs when the initial permission for integration needs to be reconfirmed.

Update permissions

Follow these steps to update Chative app on your Shopify store:

  1. Log in to your Chative account.
  2. Go to Add-ons > Shopify section.
  3. Choose the Update permissions option.
  4. You'll be redirected to the Update page on your Shopify Admin. Click on Update app.

Facebook​

Why Am I Not Receiving Messages from Facebook?​

The reason for this issue may be that you have removed the Chative app from Business Integration.

Solution:

Go to the Chative app under the Channel section to reconnect with Facebook.

I Cannot Send Messages to Customers via Messenger​

If you are unable to send reply messages to customers via Messenger, you might be encountering one of the following issues:

  • The member has not been granted permission to respond to customers.
  • You forgot the Fanpage password.
  • Chative’s permissions have been revoked in the settings.
  • The primary app for Chative is not set in the settings.

Solutions:

  • Go to the settings and verify Chative's permissions.
  • Designate Chative as the primary app.

I Don’t See the Customer’s Avatar and Name When Messaging via Messenger. What Should I Do?​

  • The default avatar and name of Chative appear, rather than the specific customer's image and name.
  • Some messages are not fully synchronized.

Causes:

  • The Facebook token has expired or become invalid, preventing Chative from retrieving customer information.
  • Facebook automatically disconnects the API for security reasons.
  • The Fanpage’s admin rights have been changed, or there is an error connecting with Chative’s app.

Solutions:

  1. Check your rights on the Fanpage:
  • Visit the Fanpage on Facebook.
  • Go to Page Settings > Page Roles.
  • Ensure you have Admin, Editor, or Moderator rights.

  1. Enable Two-Factor Authentication (2FA) on your Facebook account:

    • Go to Facebook’s Settings & Privacy.
    • Select Settings > Security and Login.
    • Enable Two-Factor Authentication following Facebook’s guidelines.

  2. Reconnect the Fanpage with Chative after completing the above steps.

Why Does Facebook Automatically Disconnect from Chative?​

There are two main reasons:

Invalid Access

  • A user (anyone within the Meta Business network) has changed their Facebook password.
  • Facebook automatically updates the login session for security reasons.
  • The access token has expired or been revoked.

Solutions:

  1. Log in to Chative via Facebook to reauthorize access. Image of reauthorize Chative access!

  2. If the issue persists, check the connection permissions for the Chative app on Facebook:

  • Go to Facebook’s Settings & Privacy.
  • Select Settings > Apps and Websites.
  • Find Chative and ensure that the access permissions are still valid.

For more information about Facebook authorization, please refer to this article.

Insufficient Admin Rights on the Fanpage

  • The user does not have Admin, Editor, or Moderator rights on the Fanpage.
  • The Fanpage requires Two-Factor Authentication (2FA), but the user’s account has not enabled this feature.

Solution:

Please refer to the answer for I don’t see the customer’s avatar and name when messaging via Messenger.

I Encounter an Error When Sending Messages to Customers After 24 Hours. How Can I Restore Normal Conversation?​

If you experience an error sending messages to customers after 24 hours: Image of error sending messages to customers

Solution:

Click on the corresponding text box, select the text related to your issue, and the conversation should resume normally.

Why Can't I Read the Old Message History with Customers?​

If you are referring to the inability to find the old message history above, currently, Chative and most other platforms do not support retrieving messages from before connecting with Chative. As a result, you will not be able to view conversations from before the integration with Chative.

Zalo​

Why Can't I Send Messages via Zalo?​

There are two main reasons:

The Zalo OA Channel is Disconnected and the Customer Clicked “Follow” but then “Unfollowed”

  • When sending messages, the system displays the error “Message sending failed.”
  • Messages do not reach the customer even though they are still in the OA Follow list.
  • In the Channel Settings on Chative, the status of Zalo OA shows as Disconnected.

Solutions:

  1. Check the connection status of Zalo OA on Chative:
  • Go to Chative > Settings > Connection Channels.
  • If Zalo OA shows as Disconnected, click Reconnect.
  1. Log in again to your Zalo OA account and grant access:
  • Visit Zalo Official Account to ensure the account is operating normally.
  • If needed, log out and log back in to update access permissions.
  1. Resend the message after a successful reconnection.

My System Only Displays the Customer’s Anonymous ID Instead of Their Name and Avatar.​

To resolve this issue, you need to:

  1. Instruct the customer to follow again:
  • Share the Official Account's QR code with customers.
  • Send the OA Follow link via another channel such as SMS, email, or Facebook Messenger.
  • Ask the customer to go to Zalo, search for your OA, and click Follow.
  1. Verify that the customer has followed your OA by checking the follower list on Zalo OA.
  2. Try resending the message after the customer has followed again.

WhatsApp​

Why Can’t I Select a Number to Connect Even Though I Already Have a WhatsApp Business Account?​

What Causes This Error?

  • This error is related to request limits and typically occurs when you repeatedly connect and disconnect WhatsApp within a short period. Meta may temporarily block reconnection attempts to your WhatsApp account.
  • Insufficient access rights on WhatsApp.

Is There an Immediate Fix for This Error?

  • For the first cause: Currently, there is no quick fix. The only solution is to wait for Meta to lift the WhatsApp connection block, which is estimated to take between 24 to 48 hours (the time may vary).
  • For the second cause: Check your account’s access rights for WhatsApp.

For more information on WhatsApp access rights, please refer to this article.