My Widget Isn't Showing

If the chat bubble is not appearing after you install the snippet, work through this checklist in order. Most issues are resolved by one of the first three checks.

1. Check the browser console for errors

Open your browser’s developer tools (F12 or Cmd+Option+I on Mac) and look at the Console tab. A message like:

Convot: app_id is required

means the window.Convot object was not set before the loader ran, or the app_id value is empty.

2. Confirm the snippet is on the page

In the developer tools, open the Sources (or Debugger) tab and search for widget-loader. If you do not find it, the snippet was not included in the HTML that was actually served - check your template or tag manager.

3. Verify the app_id

1. Go to Settings → Apps → [your app] → Setup.
2. Copy the app key shown there.
3. On the page with the missing widget, open the console and run:

   window.Convot
   

4. Confirm the app_id in the output matches the key from step 2 exactly.

4. Check snippet order

The configuration object must be set before the loader runs:

<!-- Correct -->
<script>
  window.Convot = { app_id: "app_YOUR_KEY_HERE" };
</script>
<script async src="https://app.convot.com/widget-loader.js"></script>

If the loader tag comes first (or is loaded via a tag manager that fires before your inline script), the loader sees no app_id and exits silently.

5. Check the “Hide on mobile” setting

If you are on a phone or the browser window is narrow, check whether Hide the chatbox on mobile devices is on under Settings → Apps → [your app] → Chatbox → Behavior. Turn it off to test.

6. Check the “Hide when all agents are away” setting

If Hide the chatbox if all operators are away is on under Chatbox → Behavior, the widget disappears when no agent is online. Toggle your availability under your profile to test.

7. Check for Content Security Policy (CSP) blocks

If your site has a strict CSP header, it may block the widget iframe or its scripts. Open the browser console and look for CSP violation errors. You will need to allowlist:

• https://app.convot.com as a frame-src and script-src.

8. Check the domain restrictions

Under Settings → Apps → [your app] → Chatbox → Restrictions, there may be an allowlist of domains where the widget is permitted to load. If your site’s domain is not on the list, the widget will not appear.

9. Clear cache and hard reload

Sometimes a cached version of the page does not include the latest snippet. Do a hard reload (Ctrl+Shift+R or Cmd+Shift+R) to bypass the cache.

Still stuck?

If the widget still does not appear after working through this list, open a conversation with us and include:

• Your app_id.
• The URL where the widget should appear.
• Any errors from the browser console.