Support Center

Troubleshooting 🛠️

My bot isn’t appearing, or disappears 
  1. Here are the most common reasons for the bot not appearing or disappearing
  2. Go into the bots settings, and make sure the ‘whitelist’ is blank/empty for testing, just incase that is the cause of the issue (this is the most common cause, it’s very sensitive)
  3. Verify the code is installed correctly on your site. Right click your site, click “View Page Source” in the right click menu, and then ctrl+F (Windows) or cmd+F (Mac) search the source code for the script. If nothing is found, the code is not installed. The code should be ideally installed before the </body> tag on your site, but installing in the header may also work if this isn’t an option.
  4. If the code IS installed (you’ve found it in step 2 above) but you still don’t see the bot and you’re using a custom HTML site (not a website builder/platform), add this code to your header section, right after the <head> element: <meta charset="UTF-8">
  5. If the code IS installed but you’re using GHL or Groove and it’s disappearing, make sure you’re using the GHL-specific integration code from the Integration Code tab in settings, below the Universal integration code
  6. If you’re using WordPress, the most common reason for the bot not to appear is due to a caching or optimization plugin - examples include WPRocket, SiteGround, etc. You must go into the relevant plugin and disable all Javascript related functions (JS caching, JS optimization, etc). Disabling the plugin is not enough, as your server will still load the last version. You must go into your optimization plugin and manually disable all JS optimization and caching features. Also ensure you have the bot installed correctly in the first place - you can use the free WPCode plugin to handle this if you’re not sure how.
  7. If you’re using Google Sites or GoDaddy’s website builder, neither of these platforms support custom code injection currently - instead, they embed custom code in a frame, which isn’t compatible with a floating widget, unfortunately. These platforms are intended for small personal projects, not commercial sites. The new inline-embeddable bot MAY work on these sites but is largely untested.
  8. If you’re using a local test environment (aka, testing without uploading your site to an actual server or platform), the bot will not load. It needs to be online, not local.
  9. After making any changes, test in a private browsing window (Incognito mode) to make sure you’re not seeing a cached version of the site