The widget doesn’t show up on the site
Section titled “The widget doesn’t show up on the site”- Check the page’s source code in the browser (right-click → “View page source”), not just your CMS editor: some platforms cache templates and take a while to propagate the change, or need you to explicitly publish.
- Try an incognito window with no extensions: some ad blockers or privacy blockers block third-party chat scripts.
- Check that the snippet hasn’t been pasted twice (for example, in the theme and in a code plugin at the same time) or in conflict with another chat widget from another provider.
“Missing widget identifier”
Section titled ““Missing widget identifier””Shows up when the data-widget attribute doesn’t reach the browser with a value — typically because it got
cut off while copying and pasting by hand, or because a template with variables didn’t substitute the
value. The widget shows this notice instead of failing silently. Fix: go back to Channels → Web Widget,
copy the snippet again with the “Copy” button and replace the whole block, without editing it by hand.
The widget shows up but doesn’t connect or respond
Section titled “The widget shows up but doesn’t connect or respond”- Domain not allowed: if Settings → Widget customization → Allowed domains has at least one domain
registered, the widget only connects from those domains and their subdomains (see chapter 4). Check that
the domain serving the page with the snippet is on the list (remember:
www.youragency.comdoesn’t coveryouragency.comon its own; the root domain does cover thewww). With an empty list, this cause is ruled out. data-apiwithout/api/v1: if your installation uses its own backend and you manually added thedata-apiattribute, the URL must include the/api/v1suffix (for examplehttps://api.yourdomain.com/api/v1). If it’s missing, the widget calls routes that don’t exist and can’t connect. In the normal case (the platform’s shared backend) you shouldn’t use this attribute.
“Offline, retrying…” state
Section titled ““Offline, retrying…” state”The widget detected it can’t talk to the server (a one-off network or backend outage). It shows a notice with a “Retry” button and also retries automatically. The conversation isn’t lost: it picks up where it left off once reconnected. If the notice persists for several minutes, contact your provider’s support details.