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Why is my widget not displaying on my website?

Updated

This article helps you identify the most common reasons why an iAdvize widget is not displaying — or not showing suggested questions — on your site, and guides you step by step to fix the configuration.

1. Information on the first-generation delay for starters

Conversation Starters are generated asynchronously based on the page content. On the first visit to a URL, no starters are available yet : the visitor only sees the generic "Ask a question" button. Suggested questions appear on subsequent visits, once the computation is complete (usually within 24 hours).

⚙️ Verification steps

  1. Check that the page has already been visited at least once after the widget was set up.
  2. Wait for the generation delay (up to 24 hours after the first visit).
  3. Reload the page in private browsing to avoid cache effects.

Until the starters are computed, the "Ask a question" button remains displayed by default. 
 

Tips: If a critical page needs to display starters from day one of the strategy launch, plan a warm-up period in advance by visiting those pages beforehand.

2. Check that the page is eligible

Conversation Starters are displayed on product pages (PDP) and category pages (PLP). Search results pages (SRP) are currently excluded — the "Ask a question" button may appear without any suggested questions.

⚙️ Verification steps

  1. Identify the page type where the widget should be displayed (PDP or PLP).
  2. Check that it is not an internal search results page (URLs of the type /search?q=...).
  3. Verify that the page is publicly accessible, without authentication or a paywall.

3. Check URL quality

Starters are tied to the cleaned URL of the page. An unstable URL or one polluted by parameters can fragment the generation process and prevent display.

⚙️ Verification steps

  1. Check the URL structure: it should be clear, stable, and readable.
  2. Avoid opaque technical identifiers in the URL (e.g. /p?id=8492-xyz-tk).
  3. Watch out for dynamic parameters (filters, sorting, session) that can generate a large number of unique URLs for the same page.

Example:

  • ✅ /category/smartphones or /products/iphone-15
  • ❌ /cat?id=123&session=ab12&utm_source=...

 

Tips Tracking parameters (utm_*, gclid, etc.) and any personal data are automatically cleaned. However, dynamic filters and sorting parameters are preserved and may multiply the number of URLs processed. Prefer explicit URL structures that include the name or identifier of the category or product.

4. Check the richness of the page content

Conversation Starters are generated from the public HTML content of the page. A page with sparse content (little text, data loaded only after interaction) limits the relevance and number of questions generated.

⚙️ Verification steps

  1. Check that key elements are present in the initial HTML: title, description, specifications, price.
  2. Assess the richness of the content: detailed descriptions, technical specifications, attributes.
  3. Test the page with a preview tool (curl, "View Source") to see what is actually accessible server-side.
⚠ The system displays the maximum number of starters as soon as they are available: if your configuration expects 3 but the page content only allows 2 to be generated, the 2 available starters will still be displayed. However, if the content is insufficient to generate at least 1, no starters will be displayed.

 

Tips Enrich pages with sparse content (detailed descriptions, attributes, product FAQs) to enable the generation of a larger number of relevant questions.

5. Check the technical integration of the widget

5.1. The CSS selector is missing or incorrect

For widgets integrated at a specific location, a valid CSS selector is essential.

⚙️ Verification steps

  1. Check that the selector is correct and matches an existing element.
  2. Verify that the selector exists on all targeted pages.
  3. Ensure it is not dynamically modified after the page loads.
⚠ A change in HTML structure can make a selector obsolete without any visible error.

⚠ A CSS selector may differ between the desktop version and the mobile version of your site (especially if your site uses a responsive theme with distinct components depending on the device). Make sure the configured selector is valid on each of the versions you want to target.

5.2. The iAdvize tag is not loaded on the page

If the iAdvize tag is not executed correctly, no starter request is sent and the widget remains invisible.

⚙️ Verification steps

  1. Open your browser's developer tools (Network tab).
  2. Check for requests to [iadvize.com](http://iadvize.com) when the page loads.
  3. Check for any JavaScript errors that might be blocking the tag from executing.

6. The widget is outside the visible area

A widget can be technically loaded but never seen if the visitor does not scroll down to its location on the page.

⚙️ Verification steps

  1. Check the position of the widget on the page.
  2. Test the user journey to identify whether the widget falls within the typical scroll area.
  3. Analyse the actual behaviour of visitors on your pages.
Tips Favour formats that are quickly visible (above the fold) or floating widgets when scrolling is limited.

7. Check your Assistant configuration

The widget will not display if the language detected on the site does not match the one configured for the AI Shopping Assistant.

⚙️ Verification steps

  1. Check the language of the site and the browser.
  2. Verify the language configured in the Shopping Assistant and the associated rules.
  3. For multilingual sites with transfer to human agents, check that each language has dedicated rules or that the language is explicitly forced in the iAdvize tag.
⚠ If starters already exist in another language, the system triggers an automatic translation (priority sources: EN, FR, ES, DE, IT). This translation may take a few minutes to a few hours before the translated starters become available.

8. Check your strategies

The widget may be correctly configured but still not display if your strategies do not match the pages actually being visited.

⚙️ Verification steps

  1. Check the page types: PDP, PLP, Home, other pages.
  2. Review conditions based on URL, behaviour, or traffic source.
  3. Test by temporarily disabling certain conditions to identify which one is blocking the display.
⚠ Overly restrictive conditions are one of the most common causes of widgets not displaying.

Conclusion

A widget that is not displaying is generally related to a generation delay, insufficient page content, or an incorrect strategy configuration. 

If your engagement rates remain low despite a correct configuration, you can apply our best practices to maximise the impact of your Conversation Starters.

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