Hi Caaitlin, one possible reason the chat bubble might be blocked is if Firefox is applying Tracking Protection to the page. Do you see a shield icon toward the left end of the address bar? I'm attaching a screenshot of what happens when I have the feature enabled/disabled. More info on managing the feature in this article: What happened to Tracking Protection?.

If that's not it, how about extensions that block content in pages? For example, Adblock Plus, Blur, Disconnect, Ghostery, NoScript, Privacy Badger, uBlock Origin or uMatrix.

These extensions usually provide toolbar buttons to manage blocked content in a page, so that's the first thing to try.

If necessary, you can view, disable, and often configure or remove extensions on the Add-ons page. Either:

• Command+Shift+a (Windows: Ctrl+Shift+a)
• "3-bar" menu button (or Tools menu) > Add-ons
• type or paste about:addons in the address bar and press Enter/Return

In the left column of the Add-ons page, click Extensions.

Then cast a critical eye over the list on the right side. Any extensions that Firefox installs on its own are hidden from this page, so everything listed here is your choice (and your responsibility) to manage. Anything that could be blocking content? If in doubt, disable.

Any improvement?

It was the tracking protection. As soon as I turned it off, the chat window appeared.

Thank you! Caaitlin