I can't get participants to show up on my participant list or chat with them

I can't get participants to show up on my participant list or chat with them

I've made the presentation remote, shared the link with a participant and they've signed in & can view the presentation as I click through.

They are able to chat/send/receive messages and view those messages from themselves and I - but their user name (whatever they've chosen to call themselves) and comments do not appear on my list of participants when I'm presenting, nor do their questions/comments appear on my participant list/comment bar section to the right of the presentation.

Hope that makes sense. No one else seems to have raised this question so hopefully its something simple that I'm not doing. Was hoping to live chat during the presentation thru the Zoho show participant list/chat bar to the right of the presentation and not have to open up a separate chat window/program.

Thanks for your help!
Sian