The widget doesn't show or doesn't answer

Most widget problems are one of four things: the script tag is incomplete, the website isn't in the key's allowed list, the agent is paused, or you're out of credits. Open your browser's developer console on the page first: the widget writes a clear message there when it can't start.

Check these in order

1. 1

   The script is on the page

   View the page source and look for widget.js. Site builders often need custom code added in a specific place (before </body> is best) and the site republished. See Install on your platform.

2. 2

   Both required attributes are set

   The tag needs data-widget-key (a pk-so- key) and data-agent-id. If either is missing the widget logs a warning in the console and doesn't load. Copy the tag again from the agent's Deploy tab.

3. 3

   It isn't an old embed

   Tags with data-api-key (a secret key, from before widget.js 1.8) are refused and log a console error. Replace the tag; see Migrate an old embed.

4. 4

   The website is allowed

   If visitors see "This chat isn't enabled for this website yet." (ORIGIN_NOT_ALLOWED), add the site's domain under Allowed websites on the Deploy tab. example.com also covers www.example.com; use *.example.com for every subdomain; an entry with a port only matches that port. Changes take about 10 seconds. With an empty list the widget only works inside the app.

5. 5

   The key is current

   "This chat isn't set up correctly." means the key is invalid, was rotated, belongs to another agent, or is a secret key. Copy the current tag from the Deploy tab.

6. 6

   The agent is active

   "This assistant is offline right now." means the agent is paused. Set it to Active on its Settings tab.

7. 7

   You have credits

   "This assistant is unavailable right now. Please try again later." means your balance is zero. See Running out of credits.

8. 8

   Nothing is blocking it

   A strict Content Security Policy must allow scripts from and connections to the widget's origin (the host in the src). Some ad or privacy blockers also block chat widgets; try a private window with extensions off.

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