The widget isn’t appearing on my site

You’ve pasted the embed snippet and refreshed the page, but the launcher isn’t showing up. Work through this list.

1. Is the widget enabled?

Open Settings → Web Chat and look at the widget you’re embedding. There’s an enable toggle next to it. A disabled widget will not render even if the script loads correctly.

Enable it and reload the page.

2. Did the script load?

Open your browser’s developer tools (right-click → Inspect → Network tab) and reload the page. Filter for chat-widget.js.

• No request shown — the snippet isn’t on the page, or your tag manager isn’t firing it. Confirm the snippet is in the page source (View Source, not just the rendered DOM).
• Request shows 404 — the src URL is wrong. Re-copy the snippet from Settings → Web Chat → widget → Installation.
• Request shows 403 or other error — there may be a CDN or firewall issue. Try loading the URL directly in another tab.
• Request shows 200 — keep going through this list.

3. Is the data-widget-id correct?

The embed snippet includes data-widget-id="...". If this ID doesn’t match a real widget in your tenant, the script loads but renders nothing.

The simplest check: copy the snippet fresh from Settings → Web Chat → widget → Installation. If you’ve typed or edited it by hand, restart from the source.

4. Is a content-security policy blocking the script?

A Content-Security-Policy (CSP) header on your site can block scripts from third-party domains. Open the developer console and look for messages like:

Refused to load the script ‘…’ because it violates the following Content Security Policy directive…

If you see this, you need to add the Atender host to your script-src directive. Talk to whoever maintains your site’s headers.

5. Is the script on every page where you expect it?

If the snippet is in your site’s footer template, it should appear on every page that uses that template. If you’re using a tag manager, check the firing rules.

A common pattern: the snippet is only firing on pages that match a particular pattern in the tag manager, and the page you’re testing doesn’t match.

6. Is the launcher hidden by another element?

Rare but real: your site’s CSS sets a very high z-index on a sticky footer or chat-blocking overlay, and the widget renders behind it. Open developer tools and search the DOM for the widget’s container element. If it’s there but hidden, the problem is CSS.

The widget’s launcher is positioned in the bottom-right corner by default. Check whether anything else on your page occupies that same area.

7. Is the visitor a bot?

Some sites have automation that skips third-party scripts for known bot user agents. If you’re testing with a headless browser or a scraping tool, the widget script may not be loaded by design.

Test in a real browser as a real visitor.

When to ask for help

Ask support if:

• The widget is enabled.
• The script loaded with a 200.
• The data-widget-id matches what’s in Settings → Web Chat.
• No CSP errors in the console.

Include the URL of the page, the widget ID, and a screenshot of the network tab showing chat-widget.js loaded.

See also

• Install the widget
• Create a Web Chat widget