Why Is Domain_10 Chat Not Working

When you set up a live chat or bot, you might find that the chat widget isn’t appearing on your website pages equally expected. You may have targeted specific pages or contacts, only the chat widget doesn’t appear on the right pages or to the right contacts. In that location are a few settings you can review to help troubleshoot the effect.

1. Make certain the tracking code is installed

If you’re adding a chatflow to a website that is hosted externally from HubSpot, you need to install the HubSpot tracking code on your pages. You can a
ccess your tracking lawmaking in your settings:


Delight annotation
:
if you already have the HubSpot tracking code installed on your website, or if your website is hosted on HubSpot, y’all do
non
need to install this lawmaking snippet separately.

  • settings
    settings icon
    in the chief navigation bar.
  • In the left sidebar menu, navigate to
    Inbox
    >
    Inboxes.
  • Conversations > Chatflows."}” data-sheets-userformat=”{"2":14337,"3":{"1":0},"14":[null,2,0],"15":"Arial","16":10}” data-sheets-formula=”=""”>In your HubSpot business relationship, navigate to
    Conversations
    >
    Chatflows.

  • Next to the inactive chatflow, in the
    Status
    column, click to toggle the
    status
    switch on.

3. Articulate your browser cache

If the chatflow doesn’t appear on your website subsequently your plow it on, try loading your website in an incognito browser window. If the chatflow appears in incognito, clear your browser cache and cookies to view the chatflow in a non-incognito browser window.

4. Review your targeting rules

When building a chatflow, you lot can specify which pages the chat widget should appear on in your targeting settings. You tin also target based on known information virtually the visitor. Review your targeting rules on the chatflow’s
Target
tab to make certain the criteria matches what you expect to see on your website pages.

Specify the correct domain and subdomain

Kickoff, verify that the page where you’re expecting to see the chatflow is included in your targeting rules. If you want the chatflow to appear on pages on a specific domain, make sure to enter the correct domain. For example, if your targeting rule is
Website | contains |
www.coffeeshop.com, the chatflow will appear on any page hosted on the
www
subdomain, including
www.coffeeshop.com, www.coffeshop.com/contact, and
world wide web.coffeeshop.com/pricing.

target-subdomain

Notwithstanding, the chatflow will
not
appear on
blog.coffeeshop.com
unless y’all add together the
blog
subdomain to your targeting rules.

target-two-different-subdomains

Or, y’all can specify the root domain in your targeting rules. In this example, if yous use the targeting rule
Website | contains | coffeeshop.com
,
the chatflow will announced on whatever page with this root domain.

Check exclusion rules

If the chatflow does not appear every bit expected, make sure the folio URL is non included in your exclusion rules. Navigate to your chatflow, so on the
Target
tab, review and remove any exclusion rules as needed.

check-chatflows-exclusion-rules

Verify visitor data and behavior

If you’re targeting your chatflows based on visitor information and behavior, make certain the contact meets the target criteria. For example, if your chatflow only appears to a contact who clicked a specific CTA on your website, navigate to the contact record and filter for the contact’southward CTA activeness. If the contact has non clicked the selected CTA, they volition not see the chatflow.

If they did click the CTA, review the additional troubleshooting steps in this guide or learn more about how tracking cookies tin can impact whether the chatflow appears.

Single-page applications

If your website is a single-page awarding, or SPA, your targeting rules might non work as expected because of how SPA’due south website content dynamically updates when yous navigate to other pages, instead of reloading. HubSpot therefore cannot detect the new page URL, which can cause the wrong chatflow to appear on a page, or not appear at all. If you’re using a
live conversation
or
bot
on your single-page app, information technology is recommended to piece of work with a programmer to utilise the
Chat widget SDK
to target your pages. Use the .widget-refresh method to


specify different chatflows on unlike pages. Acquire more than on HubSpot’due south developer docs.

5. Check chat availability settings

If your chatflow still isn’t appearing on your pages, check your chat channel’s availability settings.
You can command when to hide the conversation widget, including when no team member is online or when it’due south outside of business hours, by editing your
availability settings:

  • settings
    settings icon
    in the main navigation bar.
  • In the left sidebar menu, navigate to
    Inbox
    >
    Inboxes.
  • Hover over the
    Chat
    aqueduct and click
    Edit.
  • Click the
    Availability
    tab.

    • Based on team member status:
      if your availability is based on team member condition, click the
      Away
      tab and check if you selected
      Hide chat launcher. If yous want to prove an away message instead, click the
      dropdown menu
      and select
      Show an away message.
    • Based on business hours:
      if your team is simply available during fix business concern hours, click the
      Away
      tab and/or the
      Outside business hours
      tab and check if you selected
      Hide conversation launcher. If y’all did, click the
      dropdown menu
      and choose another pick.

chat-launcher-hidden

  • Click
    Save
    after making any changes.

If you’re using a chatflow that includes a bot, the chatflow might still announced if you haven’t customized the bot’s availability preferences. Acquire how to edit when the chatflow should display based on your squad’s availability.

six. Bank check chatflow prioritization

When you have more than than 1
chatflow
that appears on a page, you tin can make up one’s mind which one HubSpot should prioritize when a visitor comes to your site. If the expected chatflow is not appearing, check the chatflow’southward priority compared to the other chatflows on your folio.

7. Unexpected chatflow appears

If a visitor started a thread on 1 of your pages, then navigates to another page where a dissimilar chatflow is supposed to appear, the conversation will proceed in the
original
thread. Therefore, the other chatflow will not appear. For case:

  • Chatflow A is supposed to announced on
    www.coffeeshop.com.
  • Chatflow B is supposed to appear on
    weblog.coffeeshop.com.
  • A company started a chat with Chatflow A, then navigated to
    weblog.coffeeshop.com.
  • Chatflow B will
    non
    appear and the visitor tin can keep the thread that they started with Chatflow A.

viii. Tracking cookies

If later post-obit the steps higher up your chat widget is still not actualization for the contacts that meet your target criteria, this is nearly likely due to
tracking cookies. For your chat widget to appear for a visitor, a tracking cookie must be associated with the company’s contact record in your contact database. If the contact record does not accept a tracking cookie, and so your chat widget will not appear for the visitor associated with the contact record.

How does a company get a tracking cookie?

Visitors are tracked anonymously with a tracking cookie earlier becoming contacts. HubSpot tin can then associate their website activity on the tracking cookie with their contact record in two ways:

  1. The company fills out a HubSpot form.
  2. The visitor clicks through a HubSpot Marketing email leading them to a HubSpot page or to a not-HubSpot page with the
    HubSpot tracking code
    installed.

Additionally, you can use the
tracking code API
to runway visitors to your site.

Until the visitor performs one of the conversions in a higher place, HubSpot doesn’t know who the visitor is or what lists the visitor’s contact record is part of. Therefore, if you lot accept a contact that hasn’t converted notwithstanding, they won’t see your chat widget even if they’re a contact in your database or a member of the list you’re targeting to.

Please note:
fifty-fifty if the visitor has done one of the two deportment above to become a tracking cookie, if the visitor has since deleted browser cookies or visited your site in a dissimilar browser, in an incognito window, or on their mobile device, then their tracking cookie can’t be detected and your chat widget won’t appear for them.

Why do I have contacts without a tracking cookie?

Here are a few mutual ways contacts can exist in your database without converting on a grade or clicking a marketing email link:

  • The contact was
    imported.
  • The contact was
    added manually.
  • The contact was created from a
    logged sales email.

Once a contact in your database is tracked with a tracking cookie, then HubSpot considers them a known contact. If they meet your audience criteria, your conversation widget will appear for them when they visit your site.

Please note:
in some cases, certain pop-up blockers may foreclose the chat widget from loading. If you plow off whatever popular-up blockers installed in your browser and the chat widget appears, that extension is virtually likely preventing the conversation widget from loading as expected.

Inbox

Source: https://knowledge.hubspot.com/conversations/chat-widget-is-not-appearing-on-your-pages