The chat does not appear on your website: what to check

When the chat cannot load it shows nothing, neither the button nor an error message, so the way forward is to rule out causes one by one. The three most common: the agent is not active (open it and press Activate), the code is not published on that page, or the domain is not under Allowed domains.

Quick check

1. Open your website in a private browser window. That way you do not see a saved copy of the page.

2. In the app, go to Agents, open your agent and look at the status next to its name. If it does not say Active, go to the agent is a draft or paused.

3. Open the Widget tab and, inside it, Installation. If there are domains under Allowed domains and none of them is the domain of the page where the chat is missing, go to the domain is not on the list.

If the agent is active and the domain is right, the cause is on your website. Carry on with the other sections, in order.

The agent is a draft or paused

How to recognise it. Next to the agent’s name it says Draft or Paused, and under Widget › Installation you see the notice “The widget will not show on your site yet”.

How to fix it. Open the agent and press Activate, or Resume if it was paused. Then reload your website.

An agent created with Duplicate starts as a Draft: it is common to paste its code and forget to activate it.

The code is not on that page, or it has not been published

How to recognise it. On a computer, open the page where the chat is missing, right-click and choose the option to view the page source. Search for data-agent with Ctrl+F (Cmd+F on a Mac). If it is not there, the page most likely does not carry the code.

How to fix it. It is usually one of these things:

• You saved the change but did not publish it. Many platforms keep a draft until you press their publish button.
• The code is on one page or template only. It has to be on every page where you want the chat.
• You pasted it into a code snippet or a plugin that is switched off.
• You are looking at it inside your platform’s editor. Many editors do not run added code in the editor or in its preview: check on the published website.

Where and how to paste it, platform by platform, is in install the chat on your website.

The domain is not on the allowed domains list

How to recognise it. There is at least one domain under Allowed domains, and the address you see in the browser’s address bar when the chat is missing matches none of them. If the list is empty, this is not the cause.

The usual cases:

• With www or without www. www.yourcompany.com on the list does not cover yourcompany.com. The other way round it does: yourcompany.com covers both.
• Another subdomain. yourcompany.com does not cover shop.yourcompany.com. Add it, or use *.yourcompany.com to cover them all.
• Another domain. The .es version when only the .com is on the list, or a second website.
• Your platform’s test address. The editor’s preview or a temporary address, such as those ending in myshopify.com or webflow.io, is not your domain.

How to fix it. Under Add domain, type the missing one, press Add and then Save changes. Reload your website. The full steps are in add your domains and the rules in what each entry covers.

You are looking at an old copy of the page

How to recognise it. The chat appears in a private window or on another device, but not in your usual browser. Or you have only now pasted the code and the public page looks the same as before.

How to fix it.

• Your browser. Clear its cache, or always check the chat in a private window.
• Your website’s cache. If your site uses a caching or optimisation plugin, or a content delivery network (CDN), it may still be serving the old page, without the code. Clear that cache from its panel and try again.

The code was altered when it was pasted

How to recognise it. You see the line of code written on your page as if it were text. Or the code is on the page (you find it when you search for data-agent) and the chat still does not show.

• It was pasted as text. A text or paragraph block displays the code instead of running it. It has to go in a field meant for code or HTML.
• The quotes changed. If the code went through a word processor, an email or a messaging app, the straight quotes may have turned into curly ones, and the browser no longer understands the line.
• The key is not your agent’s. The value of data-agent has to be the Public key you see on your agent’s page. Each agent has its own, duplicates included.
• There are two chat codes on the same page. Only one is used. Leave only the code of the agent that should serve that website.

How to fix it. Delete the line from your website, copy it again with Copy under Widget › Installation and paste it directly, without passing it through another program.

Something on your website blocks or delays the chat

How to recognise it. The code is pasted correctly, the agent is active and the domain is right, but the chat does not appear, or it appears only after you accept cookies or move around the page.

Pass this list to whoever manages your website:

• Cookie notices. Some consent tools do not let third-party code load until the visitor accepts. Check whether the chat appears once you accept, and look at how it is classified in that tool.
• Speed optimisers. Options that delay or defer JavaScript may not load the chat until the visitor touches the page, or not load it at all. Exclude from that option the address in src inside the chat code.
• A strict security policy. If your site only accepts code from approved addresses (what is called a Content Security Policy), the address in that src has to be approved for loading scripts, for connecting to it and for showing its images.

When the code loads but the chat cannot start, it leaves a single warning in the browser console. It begins with [iAgentify] Widget not loaded: and ends with the reason: for example, ORIGIN_NOT_ALLOWED if the domain is not on the list, or NOT_FOUND if the agent is not active or the key is not its key. If there is no iAgentify warning and the chat does not appear, the code never ran: it is not on the page, or something blocks it before it loads.

The account is suspended

How to recognise it. When you sign in to the app you see a notice that begins with “This account is suspended”. The chat stops loading on all your websites.

How to fix it. It has nothing to do with your website or the code. Write to us from Support.

The chat appears, but says it is not available

This case is different: the code works. The visitor opens the chat, writes and reads “This chat is not available right now.” It means your agent cannot produce replies because the credits have run out, the free trial has ended or the subscription is not active. The app tells you which of the three it is in a notice at the top. Less often it is a temporary fault of the AI service, which has nothing to do with your account.

• What to do in each case: your agent is not replying.
• How the trial and credits work: the free trial and credits.

The chat appears, but does not open by itself

This is not a fault either. It depends on what is chosen under Widget › Behaviour › Opening:

• With Closed only the button is visible, and the visitor opens it when they want.
• With Open, if the visitor closes the chat, it stays closed in that browser tab.
• Opens after a while does so only once per visit.
• On phones the chat takes the whole screen and never opens by itself, whatever you choose.

To test it again, use a new private window on a computer. The options are explained in customise the look of your website chat.

What to send to support

Open a ticket from Support with these details:

• The agent’s name.
• The exact address of the page where the chat is missing.
• The platform your website is built with: WordPress, Shopify, hand-built or another.
• Which points of this list you have already checked.
• If whoever manages your website has looked at it, the full text of the [iAgentify] warning in the console.