conversations

Chat widget is not appearing on your pages

Last updated: August 15, 2018

If the chat widget isn't appearing on all of your pages, first check to make sure that you've installed the embed code on your website. You should also confirm that the chat widget status is toggled ON. 

If you selected Tracked contacts or Segmented lists as your target audience, your chat widget may not appear for all contacts who meet this criteria. If this happens, there are a few settings you can check to troubleshoot:

Confirm targeting rules

Make sure the page you are looking at is one of the URLs specified in the chat widget's targeting rules:

  • In your HubSpot account, navigate to Conversations > Inbox.
  • Click Inbox Settings in the lower left corner, then click Chat
  • In the Targeted messages settings, hover over the chat widget that is not appearing and click Edit

edit-a-targeted-message

  • In the left sidebar menu, select Targeting.
  • Ensure that the website URLs for your chat widget are correct. This setting allows you to pick which pages show the widget. If you set specific URLs here, the widget will only appear on these pages. If you would like the widget to appear on all of your website pages, add /* to the end of your domain (yourwebsite.com/*). 
  • Ensure that the query parameters for your widget are correct. If you set specific parameters here, the widget will only appear on pages with this parameter in the URL. 
  • Additionally, ensure that the website URLs of pages that you do not wish visitors to see your chat widget on are correct. Please keep in mind that these URLs are case sensitive.

targeting-rules

  • Click Save after making any changes.

Check chat availability settings

If you have decided to hide the chat launcher when no team member is online or when it is outside of business hours, your website visitors will not see your chat widget when they visit your website. You can change this setting following the instructions below: 

  • In your HubSpot account, navigate to Conversations > Inbox.
  • Click Inbox Settings in the lower left corner, then click Chat
  • At the top right of your list of targeted messages, click Edit chat availability
  • In the Chat availability pane, if your availability is based on your team member status, click the When all team members are away dropdown menu to change the chat widget's away behavior. If your team is only available during business hours, click the If all team members are 'away' dropdown menu to change the chat widget's away behavior. chat-availability-team-member-status
  • Click Save after making any changes. 

Verify target audience settings

  • In the chat editor, click Audience in the left sidebar menu. 
  • Confirm that your intended audience is selected under Show this message to
  • If you've selected a list in the But exclude these lists dropdown menu, make sure the contacts you are targeting are not included on any of these lists. but-exclude-these-lists 

Tracking cookies

If after following the steps above your chat widget is still not appearing for the contacts that meet your audience criteria, this is most likely due to tracking cookies. For your chat widget to appear for a visitor, a tracking cookie must be associated with the visitor's contact record in your contact database. If the contact record does not have a tracking cookie, then your chat widget will not appear for the visitor associated with the contact record. 

How does a visitor get a tracking cookie?

Visitors are tracked anonymously with a tracking cookie before becoming contacts. HubSpot can then associate their website activity on the tracking cookie with their contact record in two ways: 

  1. The visitor fills out a HubSpot form. 
  2. The visitor clicks through a HubSpot Marketing email leading them to a HubSpot page or to a non-HubSpot page with the HubSpot tracking code installed.  

(Additionally, you can use the tracking code API to track visitors to your site.) 

Until the visitor performs one of the conversions above, HubSpot doesn't know who the visitor is or what lists the visitor's contact record is part of. Therefore, if you have contacts that haven't converted yet, they won't see your chat widget even if they're a contact in your database or a member of the list you're targeting to.  

Please note: even if the visitor has done one of the two actions above to get a tracking cookie, if the visitor has since deleted browser cookies or visited your site in a different browser, in an incognito window, or on their mobile device, then their tracking cookie can't be detected and your chat widget won't appear for them.

Why do I have contacts without a tracking cookie?

Here are a few common ways contacts can exist in your database without converting on a form or clicking a marketing email link: 

Once a contact in your database is tracked with a tracking cookie, then HubSpot considers them a known contact. If they meet your audience criteria, your chat widget will appear for them when they visit your site. 

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