chat unable to connect

I've installed the float window snippet in the site autohome.mx and it worked fine for some time but now, every time someone send a message, I receive the notification and reply, but the chat window in the customer side keeps showing the message "Connecting..." and they never see my replies.

I'm using the wordpress plugin to insert the code by copying and pasting from the configuration page of salesiq.zoho.com.

EDIT: Ok, problem seems to be only when trying to use the chat on private browsing/incognito mode...

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