The alert system helps you daily to ensure iAdvize functions properly on your site. All alerts require action on your part. They are critical level, except the knowledge update failure alert, which is important level. This article presents each type of alert, its trigger, and the actions to follow to resolve it.

Alert System Overview

Each alert indicates a critical anomaly that prevents iAdvize from functioning properly on your site. By quickly addressing each alert, you ensure an optimal experience for your visitors and maximize the performance of your conversational strategy. 
 

Notification Center

1. Click on the bell icon in the top right of your administration
2. Access all your active alerts
3. Each alert displays its detection date and an explanatory message

Resolved alerts automatically disappear from the notification center.
 

If no alert is detected, this message will be displayed: 
 

Alert Banner

In addition to the notification center, a blue banner appears on the relevant pages of your administration to alert you.
 

Alert: No main tag detected

Definition

This alert indicates that the iAdvize main tag is not installed on your website or has not been detected.
 

Actions to Take

Verify the implementation of the iAdvize main tag on your site.

To access the tag code: 

• If you performed a manual implementation, read the installation guide
• If you used Google Tag Manager, read this article

The alert disappears as soon as the tag is detected as installed on your site.

Alert: No transaction detected

Definition

This alert indicates that no transaction after conversation has been detected in the last 48 hours, whereas at least one transaction was detected in the previous 30 days.

Without the transaction tag, you cannot track revenue generated by iAdvize.
 

Actions to Take

Verify the implementation of your transaction tag on your site.

• If you performed a manual implementation, consult the implementation guide
• If you used Google Tag Manager, read this article

The alert disappears as soon as a transaction after conversation is detected again.

Alert: No product catalog active

Definition

This alert indicates that the product catalog knowledge used by your AI Shopping Assistant has been deactivated for 3 days or more.
 

Actions to Take

Reactivate your product catalog:

1. Go to the Knowledge menu
2. Identify your product catalog and ensure it is up to date
3. Reactivate the source by toggling the cursor to Active

The alert disappears as soon as the product source is reactivated.

Alert: Some conversation starters are not displaying

Definition

This alert indicates that one or more conversation starters are not displaying because the targeted CSS element cannot be found on the page. It is triggered when a widget records at least 100 triggers in the last 48 hours, more than 25% of which fail because the CSS selector is not found. 

In most cases, a CSS selector used in your strategies no longer exists on your site, or the targeted element loads too late.
 

What counts as a failure:

• the targeted element is missing from the page
• the targeted element is removed from the page, or is not yet present when the conversation starter should display

What has no effect on the alert:

• an element present on the page but outside the visible screen (for example, below the fold)
• the availability of your agents
• the time it takes to generate conversation starters

New Interface

Old Interface

Actions to Take

New interface 

• Go to the Engagement tab
• Access the relevant strategy and verify if the CSS selector(s) used are up to date

Old interface 

• Go to the Engagement > Widgets editor tab
• Edit the relevant widget and verify if the CSS selector(s) used are up to date

In both cases, check that the targeted element exists as soon as the page loads, on every targeted page, on both desktop and mobile.

The alert clears on its own once every strategy is back at 5% of lost triggers or less.

Alert: AI Shopping Assistant disabled

Definition

This alert indicates that all your AI Shopping Assistants have been disabled for at least 3 consecutive days, without any conversation being recorded in the last 72 hours. It warns you that your visitors no longer benefit from automated AI assistance to accompany them in their purchasing journey.
 

Actions to Take

1. Go to the Shopping Assistant tab
2. Identify your Assistant in the list
3. Click on its status to set it to Active

Alert: No engagement strategy active

Definition

This alert indicates that none of your engagement strategies are active for at least 3 consecutive days, preventing your widgets from displaying to visitors. It only triggers if you have at least one engagement strategy configured in your project and you are using the new engagement interface.
 

Actions to Take

Activate at least one engagement strategy:

1. Go to the Engagement menu
2. View the list of your engagement strategies
3. Identify the strategy you want to activate
4. Click on the 3 dots > Switch to online
    

The alert disappears as soon as at least one engagement strategy is reactivated.

Alert: Knowledge Update Failed

Definition

This alert indicates that the latest update of one of your active knowledge items has failed. It is triggered only for active sources: a disabled source does not trigger an alert. Each knowledge item triggers only one notification, when it enters an error state. As long as the error persists, you will not receive notifications on the following days. A new notification is sent only if the knowledge item returns to a successful state and then fails again.

Actions to take

1. Go to the Knowledge menu
2. Identify the sources displaying an error tag (multiple knowledge items may be in error at the same time; the alert does not point to a specific one)
3. Open the relevant source: the details display the cause of the failure
4. Depending on the cause:
   1. Inaccessible source: check that the URL, feed, or access credentials (login details, permissions) are still valid
   2. Unreadable source: check the format and structure of the file or feed
   3. Technical error: contact support, specifying the name of the knowledge item and the date of the failure

The alert disappears as soon as all your active knowledge items are updated without errors.