Issue with widget on Shopify app pages showing incorrect availability message

[Ramon Pacheco]

Hey everyone,

I’m adding a widget to the pages of my apps on Shopify. It’s all set up to receive messages during specific hours, and all agents are online and available. But for some reason, the message on the front says:
"Sorry, we're currently unavailable. 😴
Leave a message and we'll get back to you soon."

This doesn’t match our actual availability, and I can’t figure out why it’s showing that. Any ideas on how to fix this?

[Sahir Maharaj]

Hello @Ramon Pacheco

Based on my understanding, the availability message issue on your Shopify app pages could stem from a misconfigured availability schedule in your widget settings.

Double-check the timezone settings and agent availability windows to ensure they align with the desired schedule. Also, verify that the widget’s integration is properly synced with your Shopify theme.

If everything seems correct on your end but the issue persists, there could be a caching or script loading conflict on the Shopify page. Clearing cache or re-embedding the widget might help.

[Gunjan Jeena]

If a widget shows wrong data in particular Shopify app pages, my initial step would be checking if the problem is due to cached data, page-level JavaScript, or the widget's way of detecting the current page. Inspecting API response through your browser’s dev tools and making sure that the widget updates its data after changing pages is helpful in this case as well. Additionally, it may be useful to test it on a plain theme.

In the case where you’re dealing with a Shopify store using widgets and product data, you should consider the ways of how your product information would be provided for AI-based search features. Comergent AI is a solution that could help merchants improve product visibility outside of the storefront.

I hope it will be possible for you to determine which part of the issue is related to either the widget logic or the current page.