Is the chat, a Shopping Assistant widget or your custom button not showing on your website? This article brings together the checks to run, from the simplest to the most technical. Start by finding your case in the table, then follow the section it points to.

Find your case

1. Basic checks

1.1. Is the iAdvize platform working?

Go to status.iadvize.com to check that no incident is in progress.

1.2. Test in a private window and on another browser

Open the page in a private browsing window, then on another browser or device. This rules out the cache, extensions (an ad blocker, for example) and cookies left by earlier tests.

Also check that your browser meets the technical requirements needed for iAdvize.

1.3. Is the iAdvize tag loaded on the page?

On the page, right-click, choose Inspect, open the Console tab and type the following command:

iAdvize.get('tag:version')

• The answer is LIGHT or FULL: the tag is loaded. LIGHT means that no targeting rule has triggered on the page so far.
• The command returns neither LIGHT nor FULL: the tag is not loaded. Check its installation with the article Integrate iAdvize tags into your website, and look in the console for a JavaScript error that would block it.

When the answer is FULL, you can also check that the tag belongs to the right project. Type iAdvize.vStats: the site_id value must match your project ID, shown in the tag in Settings > Integration > iAdvize tags.

2. The targeting rule or the engagement strategy

A targeting rule or a strategy only shows when all its conditions are met. Open Engagement > Engagement strategies, find the rule or strategy for the page you are testing and read its conditions:

Then check that the page and your test meet each of these conditions. Overly restrictive conditions are a common reason why nothing shows.

For a strategy, also check the targeted page type: Sitewide, Home page, Product, Category, Search result, Purchase funnel or Other. Strategies are described in the article Engagement Strategies.

A beta feature lets you limit the display of a floating widget. If it is enabled, check that the maximum number of displays has not been reached in your browser, for example by testing in a private window. See Stop display of floating widget (bêta).

If your website is a Single Page Application, see the article Use our targeting engine with a single page application.

3. Chat with your agents

This section covers targeting rules whose conversations are routed to agents or to a bot. The menus mentioned here are in the previous interface of the administration.

3.1. Is the targeting rule routed?

A chat targeting rule that is not linked to any routing rule never shows. In the list of rules of the strategy, the Routing column must say Routed, not Not routed. In the targeting rule itself, a routing rule must be chosen under Route visitors messages to:

3.2. Can an agent receive the conversation?

Find the routing rule in Engagement > Routing, Routing rules menu:

Open it to see the routing groups it sends conversations to. The menu lets you switch to Routing groups, to see the agents in each group:

For the conversation to be routed to them, an agent must:

• belong to a routing group of the rule. The members of a group are defined by skills, roles, user groups or a list of agents. For example, if the group “Groupe accueil” brings together the agents with the skill “Page d’accueil”, the connected agent must have this skill in their profile;
• speak the visitor’s language. This language is the visitor’s browser language, unless a language is forced in the tag (see Force the language to be displayed);
• be connected to the conversation panel and available for chat.

An agent’s languages, channels and skills are set in their profile, from Settings > User management (see Create or edit a user account):

3.3. Synchronous or asynchronous routing

For chat, display depends on the conversation queue threshold of the routing rule:

• Threshold at 0 (synchronous mode): chat is only offered if at least one agent in the group is connected and available.
• Threshold above 0 (asynchronous mode): chat is offered as long as there are places left in the queue, even if no agent is connected. Conversations wait until an agent becomes free. When the queue is full, chat is only offered if an agent is available.

To offer chat only when an agent is available, set the threshold to 0. To learn more, see Assignation methods between routing groups.

3.4. The conversation is routed to a bot

A bot shows according to the availability chosen in its workflow:

• Available when at least one transfer is possible: at least one of the transfer routing rules must be available;
• Available when all transfers are possible: all of them must be;
• Always available.

The details are in the article Workflows: availability, transfers, closure. The Bots tab of Reports > Supervision shows the availability of your bots by channel.

3.5. Call notifications

A bot cannot take calls. A Call notification whose routing rule only leads to bots therefore does not show.

4. iAdvize is blocked on some pages

4.1. Your project address

iAdvize only shows on pages whose full URL contains the address entered in the Address field of your project. The comparison is on the exact text, protocol included (https://), and is case-sensitive. An empty field restricts nothing.

This field is edited from the list of your projects (your profile menu > Projects). See Add & edit a website (project).

4.2. The consent banner

If iAdvize waits for the visitor’s cookie consent before loading, it does not show until consent is given. If the consent banner is hidden on some pages, a visitor who lands directly on these pages cannot give consent, and iAdvize does not load there.

With the iAdvize app for Shopify, this behaviour depends on the mode chosen in the Cookie consent section: see the Installation Guide for Shopify. For other websites, see Consent management.

4.3. A URL that contains “no-iadvize”

The tag does not start on a page whose URL contains no-iadvize. If the console shows the message iAdvize allowed cookie domains configuration doesn’t match current domain, the page domain does not match the domains allowed for your project: contact support.

5. Shopping Assistant widgets

In Engagement > Engagement strategies, a strategy with the status Not displaying is online, but its Shopping Assistant is inactive: the widget is not shown to visitors. Activate the Assistant for the widget to show.

5.1. The widget shows without suggested questions

Suggested questions (Conversation Starters) are generated in the background from the page. On the first visit to a URL, no question is ready yet: the widget shows its title and the Ask my question button (editable text), or an Ask your question field depending on your configuration. Generated questions appear on later visits, usually within 24 hours.

Points to check:

• Questions typed by hand: if at least one question in the widget has text entered, no question is generated. Only your questions show.
• Page type: by default, no question is generated on home, cart, checkout, customer account, search result, sign-up, and content or information pages. Questions are generated on product, category and other pages.
• Public page: no question is generated for a local or private address (localhost, private IP address…), for example on a test environment.
• Language: the widget does not show if the language detected on the website does not match the one configured for the Shopping Assistant. Check the website language, the browser language and the Assistant language.
• Number of questions: the widget shows at most the number of questions configured. If only 2 were generated for 3 requested, the 2 show.

Questions are tied to the page URL. iAdvize uses, in this order, the URL passed by iAdvize.navigate() if there is one, the page canonical URL, its Open Graph URL, then the displayed URL. Tracking parameters (utm_*, gclid…), sorting, pagination and some filters (filter.*) are removed; other parameters are kept. A page whose URL changes with the filters chosen may therefore need several generations.

5.2. The embedded widget does not show

A widget embedded at a specific place on the page needs a valid CSS selector:

• if the targeted element cannot be found after several attempts, the widget does not show;
• the widget waits for the targeted element to enter the visible area of the screen. A placement very low on the page is only seen by visitors who scroll down to it;
• you can enter a separate selector for mobile and tablet. If it is empty or invalid, the desktop selector applies.

A strategy whose widget has no placement defined stays at the To be configured status in the list of strategies and does not show.

6. Custom buttons

A custom button is an element of your website that iAdvize shows or hides depending on availability. Check that:

• the CSS selectors entered in the administration for the available, busy and disconnected states exactly match the elements on your page. No selector is filled in by default;
• the elements are in the page code as soon as it loads. An element added later is shown or hidden, but clicking it does not open the conversation.

The same selector can appear several times on the page (header, mobile menu, contact page): all matching elements are taken into account. A selector missing from the page produces no error: nothing shows.

Integration tips are in the article Custom buttons: our design tips for integrating them into your site.

7. Contact support

If the problem persists, submit a request with:

• the exact URL of the page;
• the date and time of the test;
• the browser and device used;
• the result of the command iAdvize.get('tag:version');
• a screenshot or a short video.

To go further:

• Manage the display schedule of your widgets
• Maximize the Impact of your Widgets – best practices
• Improve your Shopping Assistant, if the Assistant shows but does not answer