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.