1. Is the iAdvize platform working properly?
Go to the page https://status.iadvize.com/ to confirm that there are no ongoing incidents. If everything is green, it's all good!
2. Are the minimum technical requirements met?
Find more information on this topic here: Technical requirements needed for iAdvize
3. Is the targeting rule in place on the webpage working properly?
To identify the targeting rule in the iAdvize administration, start by examining the criteria of this rule, which may include aspects such as mobile, scoring, URL, and overlaps. For more information on targeting criteria, please refer to the following link: Create a targeting rule.
Next, check which notification is being used. Note that invitation-type notifications are only functional once per session.
For custom buttons, ensure that the selectors on your site match the selectors configured in the iAdvize administration for the expected button.
More information regarding custom buttons: Integrate your custom button from the iAdvize administration.
A Beta feature allows limiting the display of notifications. If this feature is enabled, check that the maximum number of displays has not been reached by your browser. You can test the webpage in private browsing to verify this. Your notification should then appear. For more information on this feature, refer to the following article: Stop display of the floating button (beta).
To detect the source of the issue, we recommend selecting a standard notification during tests. You can then use your usual button type once the notification display is back.
A language can be forced in the iAdvize code. This feature allows recognizing any internet user or visitor as using a specific conversation language, regardless of the language set in their browser. For more details, refer to this article: Force the display language.
If in doubt, do not hesitate to change your browser language to match the language of the site you are visiting:
- Change your Chrome browser language
- Choose display language for multilingual pages (Firefox)
- Language support in Microsoft Edge
Refresh your targeted webpage to display the notification. The notification should then appear. If the notification appears, check the languages of the connected agents and add the necessary languages. For more information on this topic, refer to this article: Create or edit a user account.
Adding a conversation queue in the routing rule containing the targeting rule can resolve the lack of display. The seats should not be equal to 0. For more information, refer to this article: Routing rules.
The configuration of the routing rule must associate the targeting rule with a compatible routing group. It is important to check the members of the routing group being used.
The agents listed must be available in their console for the notification to appear. At least one of these members must be connected and available. If necessary, modify the members of the distribution group: Routing groups. All agents associated with the project and meeting the routing group criteria will appear in the list.