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Chatflow not appearing on your pages

Last updated: March 4, 2020

If the chat widget isn't appearing on all of your pages, or if your chat widget is not appearing for all contacts who meet your target audience criteria, there are a few settings you should check to troubleshoot the issue. 

Install embed code and enable the chatflow

Check to make sure that you've installed the embed code on your website. Access your tracking code in your chat settings:

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the bottom left corner, click Inbox Settings, then select Channels.
  • Hover over the Live Chat channel and click Edit
  • In the left sidebar, navigate to Tracking code
  • To copy the code and add it to your website, click Copy. Or enter an email address to send the code to your web developer or IT resource.

Please note: if you already have the HubSpot tracking code installed on your website, or if your website is hosted on HubSpot, you do not need to install this code snippet separately.

You should also confirm that the chatflow is enabled:

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • To the right of the inactive chatflow, in the Status column, click to toggle the status switch on. chatflows-activate-chatflows

Confirm targeting rules

Make sure the page you are looking at is one of the URLs specified in the chatflow's targeting rules. If you're targeting your chatflows based on visitor information and behavior, make sure the contacts meet the target criteria. 


Check chat availability settings

If your chatflow still isn't appearing on your pages, check your chat channel's availability settings. You can control when to hide the chat widget, like when no team member is online or when it's outside of business hours, by editing your availability settings:

  • In your HubSpot account, navigate to Conversations > Inbox.
  • Click Inbox Settings in the lower left corner, then click Channels
  • Hover over the Live Chat channel and click Edit
  • In the left sidebar menu, navigate to Availability.
    • Team member status: if your availability is based on team member status, click the Away tab and check to see if you selected Hide chat launcher. If you want to show an away message instead, click the dropdown menu and select Show an away message.
    • During business hours: if your team is only available during set business hours, check to see if you selected Hide chat launcher. If you don't want to hide the chat launcher outside of business hours, click the dropdown menu and select another option.chat-availability-team-member-status
  • Click Save after making any changes.

If you're using a chatflow that includes a bot, the chatflow might still appear if you haven't customized the bot's availability preferences. Learn how to edit when the chatflow should display based on your team's availability

Check chatflow prioritization 

When you have more than one chatflow that appears on a page, you can decide which one HubSpot should prioritize when a visitor comes to your site. If the expected chatflow is not appearing, check the chatflow's priority compared to the other chatflows on your page. 

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 a contact that hasn'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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