Vistor monitoring or notfication not working suddenly

Community Discussion
1

Hello Team,

I am facing an unusual issue with Tawk.to where the chat widget itself works correctly, but realtime visitor monitoring and agent notifications appear broken.

Current Behavior

  • Chat widget loads normally on frontend
  • Visitors can successfully send messages
  • AI assistant/chat automation responds correctly
  • Chat transcripts are delivered via email after conversations
  • Official Tawk.to WordPress plugin also reproduces the same behavior

However:

  • Live visitors are NOT appearing in the monitoring dashboard
  • Mobile app push notifications are not received
  • Agent dashboard does not show realtime visitor presence/activity
  • No live monitoring updates are visible

Important Context

The issue started suddenly around 1–2 days ago.

The website recently underwent infrastructure optimization, including:

  • Cloudways hosting
  • Cloudflare Enterprise (via Cloudways)
  • Varnish enabled
  • Redis Object Cache enabled
  • WP Rocket caching enabled

Initially I suspected optimization conflicts, but after extensive testing, the issue still persists even with the official Tawk.to plugin.

What I Have Already Tested

Tested Different Embed Methods

  • Custom lazy-loaded embed
  • Official Tawk.to plugin
  • Same issue in both cases

WP Rocket

Verified:

  • No Delay JS conflict for Tawk
  • Excluded:
    • tawk.to
    • embed.tawk.to
    • Tawk_API

Cloudflare

Verified:

  • Rocket Loader OFF
  • No Zaraz
  • No JS transformation apps
  • No custom WAF rules blocking Tawk

HAR / Network Inspection

I captured HAR logs and verified:

  • https://va.tawk.to/v1/session/start returns 200 OK
  • Tawk scripts load successfully
  • No failed requests
  • No websocket/network errors visible
  • Widget initializes correctly on frontend

Important Observation

This is what makes the issue confusing:

Frontend chat functionality works correctly:

  • conversations happen successfully
  • AI responses work
  • transcripts are generated

But:

  • realtime monitoring/presence
  • visitor tracking
  • mobile push notifications

do not function.

This makes it seem like:

  • embed/session bootstrap works
  • but presence/notification subsystem may not be functioning correctly

Additional Information

  • No browser console errors
  • No failed Tawk network requests
  • Tested from:
    • incognito
    • mobile data
    • different devices

Same issue persists.

At this point I am trying to determine whether:

  • this is an account/session issue
  • a presence infrastructure issue
  • notification subsystem issue
  • regional issue
  • or something else on Tawk’s backend side

Would appreciate any guidance or confirmation if there are known issues related to:

  • visitor monitoring
  • mobile notifications
  • agent presence
  • realtime dashboard updates

Thank you.