Start by checking whether the correct widget is installed on the live page.
1. Open Workspace → Chat widgets and find the widget for that website. A status such as Not installed yet or Never loaded by a browser means Conecto has not seen it on a page.
2. Expand Install and compare the copied snippet with the one in your site builder. Each widget has a different snippet.
3. Publish your website changes. Open the public page in a private window and refresh it.
4. Check whether the chat launcher appears and send a test message. Look for that message in Inbox → All conversations.
If it still does not appear, check that your site builder allows custom scripts on the published page and that the snippet is placed in the site or template that serves that page. If the widget shows Receiving visitors but you cannot see it, review its Customize settings.