> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.cxplanner.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Use the chat support in CxPlanner

## Overview: chat support

Built-in chat support opens from the chat icon in the bottom-right corner and connects you to the CxPlanner support team while you work.

* Your role can be any CxPlanner user.
* You can find the icon in the bottom-right corner of CxPlanner.
* This opens an in-app conversation. Replies also go to email if you close the chat.

|| All users can use the chat support.

## How to start a support chat

1. Click the chat icon in the bottom-right corner.
2. Write your message.
3. Wait for a reply in the chat, or check email if you close the window.

![Screenshot: chat icon and support chat window](https://storage.crisp.chat/users/helpdesk/website/-/e/a/2/c/ea2cfd7bb6130800/image_o54ktk.png)

## How to hide or show the chat icon

1. Click your profile icon.
2. Toggle the chat-support icon option in the dropdown.
3. Confirm the icon is hidden or shown on this device only.

![Screenshot: profile menu toggle for chat-support icon](https://storage.crisp.chat/users/helpdesk/website/-/e/a/2/c/ea2cfd7bb6130800/image_3vdg6x.png)

## Results: support replies

* Hiding the icon is device-specific
* Offline replies are delivered by email to your registered address

## Troubleshooting: chat support

| Problem | Cause | Solution |
|---|---|---|
| Chat icon not visible | Corporate firewall blocks the widget | Ask IT to allow the CxPlanner chat widget, then refresh |
| Chat icon missing | Privacy extension blocks it | Disable Ghostery, DuckDuckGo, Brave shields, or similar for CxPlanner |
| Chat does not load | Ad blocker or VPN | Turn off the ad blocker or VPN, or whitelist CxPlanner, then reload |
| Not receiving replies | Chat closed before response | Check your registered email for the support reply |