If you encounter performance issues in Freshchat such as delayed chat loading or seeing the reconnecting banner while agents are actively using the Freshchat instance, you can run a diagnostic test of your Freshchat account. 

To run a diagnostic check of your Freshchat account please follow the below steps:

  • Login to your Freshchat account where the performance issue is occurring.
  • Open a new browser tab and navigate to the diagnostic test URL:

    https://<domain>.freshchat.com/diagnostics/html/index.html. Ensure to substitute "<domain>" with your actual Freshchat domain.

    For example, if your Freshchat domain is support123@freshchat.com, your diagnostic test URL would be https://support123.freshchat.com/diagnostics/html/index.html

    You can find the domain of your Freshchat account by navigating to Admin >> API Settings >> Your Chat URL

  • Run the diagnostic test and wait for all the tests to be completed successfully.

  • Copy and share the diagnostic test result URL with support@freshchat.com and our support team will be able to assist you further.