Fix live chat on the billing support flow

Current review — 2026-10-20

Current contact support has a Tawk loader, availability gating and error fallback; ticket creation was added by phaseoteam/Phaseo#2006. This does not prove the originally reported billing-flow launch failure is fixed. Remaining: reproduce from billing, capture the specific route/configuration and verify live-chat opening or its intended offline fallback. Related broader integration: phaseoteam/Phaseo#897.

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Summary

Live chat is currently unavailable on the billing support flow at:

https://phaseo.app/contact?support=billing

The page correctly selects Billing or account issue, but the live chat action is disabled and shows:

Live chat needs NEXT_PUBLIC_TAWK_PROPERTY_ID before it can load.

This conflicts with the page status stating that support is Available now and that a direct human reply can be expected within 30 minutes.

Steps to reproduce

1. Open https://phaseo.app/contact?support=billing
2. Observe that Billing or account issue is preselected
3. Scroll to Live chat or email
4. Observe that the button reads Live chat unavailable and is disabled

Expected behaviour

When live chat is advertised as available:

• The required Tawk configuration is present in production
• The chat widget loads successfully
• Selecting Start live chat opens the support conversation
• The billing context is preserved or passed into the chat where supported

If chat cannot load, the page should not claim that live support is available and should present the email fallback without contradictory availability messaging.

Suggested scope

• Configure NEXT_PUBLIC_TAWK_PROPERTY_ID and any other required Tawk widget values in the production environment
• Verify that the client-side integration loads after deployment
• Handle blocked scripts, failed widget initialisation, and missing configuration gracefully
• Keep availability copy in sync with the actual chat state
• Confirm the support=billing deep-link continues to preselect the billing route
• Add an automated smoke test for both configured and unavailable states

Acceptance criteria

• Live chat opens from the production billing support route
• No missing-configuration warning is shown in production
• Billing remains selected when arriving through ?support=billing
• Availability messaging matches the real chat state
• Email remains a usable fallback if the widget fails
• The working and fallback states are covered by tests

Environment

Observed on the production site on 31 July 2026.