I am unable to see the items the shopper is looking at?

There are a number of different possible Shopper Events that the Store App can track, depending on the level of setup your retailer has completed. You should always be able to see items the shopper has viewed and purchased (if your site is ecomm enabled). If you don't see any events the shopper may have started the chat from a page where no item was tracked.

If you recommend a product to your customer and they view it then you should see an event for this. If you consistently see no events or you see events that have missing details (for example no image or product name) then contact Klarna Virtual Shopping support and provide as much detail as possible, including screenshots, so they can investigate.