I'm having trouble using the modern Web Widget in my external websites. Whenever I embed them into my sites, the widget itself loads but it consistently displays this "Couldn't load messages" error that doesn't go away no matter how many times I hit retry. I have followed the Troubleshooting the Web Widget steps to the letter, and I'm still getting the error (the widget is working perfectly in my Help Center).
The snippet code is working when I tried it from my end. Can you confirm if you are using the iframe?
If yes, the new web widget cannot be run via iframe. Our classic Web Widget can, but our new web widget (a web widget with messaging enabled) cannot; it is necessary to add the snippet directly to the HTML body.
Let us know if you have any questions.