If you switched on visitor details but visitors see only the chat, or the message “Sorry, I can’t search right now”, the page they received is usually an old cached copy that does not carry the form’s settings.
- Update to Site Mascot 2.3.1 or later. From that version, the chat fetches the current form the first time a visitor asks a question, and keeps what they typed.
- Clear your page cache and script cache once (LiteSpeed, WP Rocket, Cloudflare or similar).
- Check that Visitors must fill in this form before they can use the chat is ticked and saved.
- Test in a private window.
A visitor running a very old cached script is asked to refresh the page.