Reasons why a HubSpot chat widget is not popping up on website pages

Reasons why a HubSpot chat widget is not popping up on website pages

Have you ever noticed a small chat icon popping up on various pages whenever you open a website? Let me tell you what it is. It is a chat widget integrated by the website developer to help you communicate directly with the organization. The chat widget could either be an AI bot or could be a real person (customer support representative of an organization) communicating through the live chat widget.

Defining chatbot, it is a computer program that simulates and interprets human communication (spoken or written), enabling users to converse with technological devices as if they were interacting with real people. Chatbots can be as simple as one-line program that respond to straightforward questions, or they can be as complex as digital assistants that learn and develop over time to provide progressively more personalized service as they gather and process more information.

Sometimes, when you get a chat widget integrated into your webpage, it has an issue appearing on the page the way you expected. You may have customized it accordingly to your requirements, but it does not display on the right page or to the contacts you want. To help troubleshoot this emerging problem, there are some settings you can review for a HubSpot chat widget.

1- Double check the HubSpot tracking code

Basically, websites are divided into two categories named internally hosted websites and externally hosted websites.

Internally hosted websites are the sites created by a business that sets up its own web servers and manages everything internally. For instance, HubSpot allows its partners to create websites and landing pages on HubSpot along with multiple other features as well. However, websites outsourced by the organizations from a third-party web hosting provider are known as externally hosted websites.

Adding a chatflow to an externally hosted website (website that is not created on HubSpot), you need to install a HubSpot chat widget code for your webpages. If the HubSpot tracking code is not working, you need to double check it. The tracking code can be accessed from the settings:

  • •  Open your HubSpot account, go to the settings icon in the main navigation bar.
  • •  A left side bar menu will appear; move to Inbox > Inboxes.
  • •  Take your cursor to the Live chat channel and click Edit.
  • •  Turn to the Tracking code tab.
  • •  In order to copy the code and add it to your website, click on Copy. Or you can send an      email to your web developer or IT resource by sharing your email address.

Point of notice: If your website is hosted on HubSpot or if you already have a HubSpot tracking code installed on your website then you do not need to install it separately.

2- Turn on the chatflow

A chatflow connects your website visitors directly to your team members. If the HubSpot chat widget is not appearing on your website, the chatflow may be turned off. For confirming that your chatflow is turned on, follow the steps mentioned below:

  • •  Open your HubSpot account, navigate to Conversations > Chatflows.
  • •  In the Status column, next to the inactive chatflow, turn the toggle status to on.

3- Browser cache needs to be cleared

Chatflow not appearing on your website, try loading your website in an incognito browser window. If the chatflow appears in an incognito window, clear your browser’s cache and cookies to make it appear in a non-incognito browser window.

4- Recheck your targeted rules

Whenever you build a chatflow, there is an option that allows you to specify the pages on which the chat widget should appear. This custom setup can be altered in the targeting settings. You can further customize the appearance of chat widget according to your will. For a HubSpot chat widget, move to the chatflows Target tab, you can set up the criteria according to what you expect to see on your webpage.

5- Review chat availability settings

If your chatflow still does not appear on your pages, you need to check your chat channel’s availability settings. You can control the visibility of the HubSpot chat widget even when no team member is online or at times when you are not working. These settings can be edited by the following the steps given below:

  • •  In your HubSpot account, go to settings in the main navigation bar
  • •  Navigate to Inbox>Inboxes, in the left side bar menu
  • •  Move to the Chat channel and click Edit
  • •  Go to the Availability tab

The availability behavior can be altered according to given two options:

  • 1. Based on the team member status:

If your settings are according to the availability of the team members, open the away tab and doublecheck the option you have selected. If you had selected Hide chat launcher previously and now you want to show an away message, click the dropdown menu, and select Show an away message.

  • 2. Based on business hours:

If your customer support team is only present during working hours, click the Away tab and/or the Outside business hours tab and check if you selected Hide chat launcher.

Based on business hours

  • 3.Save your settings if you have made any changes.

6- Review chatflow prioritization

When you have one or more chatflows set up on a page, you can decide which one should HubSpot prioritize when someone visits the webpage. If there is an issue or the desired chatflow is not appearing double check the chatflow’s priority compared to other ones set up on the website.

7- Tracking cookies

If the HubSpot chat widget is still not showing up after checking the above-mentioned steps, this could be because of tracking cookies. A tracking cookie should be associated to the visitor’s contact record in the contact database for the chat widget to appear. If the tracking cookie is not attached to the contact, then the chat widget will not appear for the visitor linked to the contact record.

How is a tracking cookie attached to a website visitor?

Before becoming contacts, visitors are tracked anonymously by a tracking cookie. Their website activity is then associated on a tracking cookie with their contact record. HubSpot does it in the following ways:

  • •  HubSpot form is filled by the visitor.
  • •  The visitor is led to a page where the HubSpot tracking code is installed via a HubSpot Marketing                 Email.

Until the visitor completes one of the above conversions, HubSpot is unaware of the visitor’s identity or in what contact category the visitor’s information falls in. Due to this, even if a contact is in your database or is on the list you are targeting, they won’t see your chat widget if they haven’t converted yet.

In certain cases, there are contacts that are present in your database without a tracking cookie. It could be due to the following:

  • •  The contact was imported or added manually.
  • •  The contact was created from a logged sales email.

Once a contact is associated with a tracking cookie, then HubSpot considers them a familiar contact and will make the chat widget appear for it.

Connect with Databeys, expert HubSpot Consultants in Dubai, to assist you in integrating an effective chat widget for your website. We will help you resolve all your chatflow issues so that your customer support team can convert as many visitors into potential leads as possible.

Start from scratch, or grow your team?

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