---
title: "Why is the Chat icon missing through the preview feature?"
slug: "why-is-the-glad-chat-missing-through-the-preview-feature"
description: "The Glad App preview feature won't work if chat is actively being throttled or controlled. Visit Gladly Help Docs to learn more."
updated: 2025-10-02T21:34:31Z
published: 2025-10-02T21:34:31Z
canonical: "help.gladly.com/why-is-the-glad-chat-missing-through-the-preview-feature"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why is the Chat icon missing through the preview feature?

The [Chat preview](https://help.gladly.com/docs/create-and-configure-glad-app#preview-and-embed-glad-app) feature won't work if chat is actively being [throttled/controlled](https://help.gladly.com/docs/control-chat-volume). The Chat icon on the preview page will not appear when this occurs. If chat is automatically or manually throttled, you may adjust your throttle settings to temporarily allow more chats if you need to preview Chat. Otherwise, preview Chat when you have low chat volume and chat is not throttled.