This article helps you identify the most common reasons why an iAdvize widget is not displaying on your website, and guides you step by step to correct the configuration.
1. Product page specifics (PDP)
The widget requires complete product data to display correctly on your product pages.
⚙️ Verification steps:
- Verify the presence of the product_id in your website page code
- Check that the product exists in your catalog transmitted to iAdvize in the knowledge base
- Ensure that the page identifier matches exactly the one in the catalog
- Verify the richness of product data : name, description, category, key features
⚠️ Points of attention:
- Without a product_id, the widget cannot contextualize the product page
- The identifier must be stable, unique and consistent between the website and the catalog
- Poor or incomplete product data can prevent display
💡 Tip:
Enrich as much as possible the essential attributes of your products (detailed description, technical specifications, category) to allow the widget to generate relevant content.
2. Category page specifics (PLP)
The widget relies on the category page context to display.
⚙️ Verification steps:
- Verify the URL structure : it must be clear and stable
- Check the correspondence between the URL and the categories in your catalog
- Ensure that the page context is identifiable (via the URL or available data)
⚠️ Points of attention:
- Generic or dynamic URLs can prevent correct category identification
- If the context cannot be reliably identified, display may be blocked
- Even if the URL is correct, insufficient category data can block display
💡 Tip:
Favor explicit URL structures including the category name or identifier.
Example:
- ✅ : /category/smartphones
- ❌ : /cat?id=123
3. Check the widget technical integration
3.1. The CSS selector is missing or incorrect
For widgets integrated at a specific location, a valid CSS selector is essential.
⚙️ Verification steps:
- Verify that the selector is correct and corresponds to an existing element
- Check that the selector exists on all targeted pages
- Ensure it is not dynamically modified after the page loads
⚠️ Point of attention:
An HTML structure change can make a selector obsolete without a visible error.
3.2. The starter has not been generated yet
Conversation Starters are generated on demand, only when an eligible page is visited.
⚙️ Verification steps:
- Verify that the page has been visited after setting up the widget
- Check that the prerequisites are met : existing product, up-to-date catalog, correct language
⚠️ Point of attention:
To be displayed, the system must generate at least as many starters as the configured number in your administration. If 3 starters are expected but only 2 are generated, no starter will be displayed. Your knowledge base must be sufficiently rich.
💡 Tip:
Test display by actually navigating to the relevant pages in private browsing mode to avoid cache effects and enrich your knowledge base.
4. The widget is outside the visible area
A widget can be technically loaded but never seen if the visitor does not scroll to its location.
⚙️ Verification steps:
- Verify the widget position on the page
- Test the user journey to identify if the widget is in the usual scroll area
- Analyze actual visitor behavior on your pages
💡 Tip:
Favor formats that are quickly visible (above the fold) or floating widgets when scrolling is limited.
5. Check your Assistant configuration
5.1. Language inconsistency
The widget does not display if the language detected on the website does not match the one configured for the Shopping AI Assistant.
⚙️ Verification steps:
- Verify the website language and browser language
- Check the language configured in the Shopping Assistant and associated rules
- For multilingual websites with transfer to human operators, verify that each language has dedicated rules or that the language is explicitly forced in the iAdvize tag
5.2. Missing identification key in your knowledge base
In rare cases, a missing identification key in the knowledge base can block display.
⚙️ Verification steps:
- Access Shopping Assistant > Knowledge
- Verify that the custom data is correctly configured with your product identifier (product_id)
⚠️ Point of attention:
This situation is exceptional and generally requires analysis. Contact iAdvize support if you suspect this issue.
6. Check your targeting
The widget may be correctly configured but not display if the targeting strategy does not match the pages actually visited.
⚙️ Verification steps:
- Verify the targeted page types : PDP, PLP, other pages
- Check the rules based on URL, behavior, or traffic source
- Test by temporarily disabling certain rules to identify the one blocking display
⚠️ Point of attention:
Overly restrictive targeting is one of the most common causes of missing display.
💡 Tip:
Start with broad targeting then gradually refine according to your needs and observed performance.
Conclusion
A widget that does not display is generally related to missing data, an incomplete technical configuration, or unsuitable targeting rules. By methodically checking the points covered in this article, you can quickly identify the cause and restore the display of your widgets on your website's key pages.
💡 Tip: if your engagement rates remain low despite correct configuration, you can apply our best practices to maximize the impact of your Conversation Starters.