How To Add Hubspot Live Chat To Website

When yous set up a alive chat or bot, y'all might find that the chat widget isn't actualization on your website pages as expected. You may accept targeted specific pages or contacts, but the chat widget doesn't announced on the right pages or to the right contacts. There are a few settings you can review to help troubleshoot the issue.

one. Make sure the tracking lawmaking is installed

If you're adding a chatflow to a website that is hosted externally from HubSpot, you demand to install the HubSpot tracking code on your pages. You tin a ccess your tracking code in your settings:

Please note : if y'all already take the HubSpot tracking code installed on your website, or if your website is hosted on HubSpot, yous practise not need to install this code snippet separately.

In your HubSpot account, click the settings settings icon in the main navigation bar.
In the left sidebar menu, navigate to Inbox > Inboxes.
Hover over the Live Chat channel and click Edit.
Click the Tracking code tab.
To copy the code and add it to your website, click Copy. Or enter an email address to send the lawmaking to your web developer or It resources.

2. Turn the chatflow on

You lot should also confirm that the chatflow is turned on:

In your HubSpot account, navigate to Conversations > Chatflows.
Next to the inactive chatflow, in the Status cavalcade, click to toggle the status switch on.

three. Clear your browser cache

If the chatflow doesn't appear on your website afterward your plow it on, attempt loading your website in an incognito browser window. If the chatflow appears in incognito, clear your browser cache and cookies to view the chatflow in a not-incognito browser window.

four. Review your targeting rules

When edifice a chatflow, you lot tin can specify which pages the chat widget should announced on in your targeting settings. Y'all tin can also target based on known information virtually the visitor. Review your targeting rules on the chatflow's Target tab to make sure the criteria matches what yous wait to see on your website pages.

Specify the correct domain and subdomain

First, verify that the page where y'all're expecting to see the chatflow is included in your targeting rules. If you lot want the chatflow to appear on pages on a specific domain, make certain to enter the right domain. For example, if your targeting dominion is Website | contains | world wide web.coffeeshop.com, the chatflow will appear on any page hosted on the www subdomain, including www.coffeeshop.com, www.coffeshop.com/contact, and world wide web.coffeeshop.com/pricing.

target-subdomain

However, the chatflow will not appear on blog.coffeeshop.com unless you add the blog subdomain to your targeting rules.

target-two-different-subdomains

Or, you can specify the root domain in your targeting rules. In this example, if y'all utilize the targeting dominion Website | contains | coffeeshop.com , the chatflow volition announced on whatsoever page with this root domain.

Check exclusion rules

If the chatflow does not appear as expected, brand sure the page URL is not included in your exclusion rules. Navigate to your chatflow, and so on the Target tab, review and remove any exclusion rules as needed.

check-chatflows-exclusion-rules

Verify visitor information and beliefs

If yous're targeting your chatflows based on visitor information and behavior, make sure the contact meets the target criteria. For example, if your chatflow only appears to a contact who clicked a specific CTA on your website, navigate to the contact record and filter for the contact's CTA activity. If the contact has not clicked the selected CTA, they will not see the chatflow.

If they did click the CTA, review the additional troubleshooting steps in this guide or acquire more about how tracking cookies can impact whether the chatflow appears.

Single-page applications

If your website is a single-page application, or SPA, your targeting rules might not work as expected considering of how SPA'due south website content dynamically updates when you navigate to other pages, instead of reloading. HubSpot therefore cannot detect the new page URL, which can crusade the wrong chatflow to announced on a page, or not appear at all. If y'all're using a live conversation or bot on your unmarried-page app, information technology is recommended to work with a programmer to apply the Chat widget SDK to target your pages. Use the .widget-refresh method to specify different chatflows on different pages. Learn more on HubSpot's developer docs.

v. Check chat availability settings

If your chatflow still isn't appearing on your pages, check your chat channel'south availability settings. You can control when to hide the chat widget, including when no team fellow member is online or when information technology's outside of business hours, past editing your availability settings:

In your HubSpot business relationship, click the settings settings icon in the principal navigation bar.
In the left sidebar menu, navigate to Inbox > Inboxes.
Hover over the Conversation channel and click Edit.
Click the Availability tab.
- Based on team member status: if your availability is based on squad member status, click the Away tab and cheque if you selected Hide chat launcher. If yous want to testify an away message instead, click the dropdown menu and select Show an abroad message.
- Based on business hours: if your squad is only available during set up business organisation hours, click the Away tab and/or the Outside business concern hours tab and bank check if y'all selected Hide chat launcher. If you did, click the dropdown menu and choose another selection.

Click Save after making whatsoever changes.

If you're using a chatflow that includes a bot, the chatflow might still appear if you oasis't customized the bot's availability preferences. Acquire how to edit when the chatflow should display based on your team's availability.

half-dozen. Bank check chatflow prioritization

When you have more than 1 chatflow that appears on a folio, you can decide which i HubSpot should prioritize when a visitor comes to your site. If the expected chatflow is not actualization, check the chatflow's priority compared to the other chatflows on your folio.

7. Unexpected chatflow appears

If a visitor started a thread on one of your pages, then navigates to another page where a different chatflow is supposed to appear, the conversation will go on in the original thread. Therefore, the other chatflow will not appear. For example:

Chatflow A is supposed to appear on world wide web.coffeeshop.com.
Chatflow B is supposed to announced on blog.coffeeshop.com.
A visitor started a chat with Chatflow A, then navigated to blog.coffeeshop.com.
Chatflow B volition non appear and the company can continue the thread that they started with Chatflow A.

8. Tracking cookies

If later on following the steps above your chat widget is still not appearing for the contacts that meet your target criteria, this is most likely due to tracking cookies. For your conversation widget to appear for a visitor, a tracking cookie must exist associated with the visitor'south contact record in your contact database. If the contact record does not accept a tracking cookie, then your chat widget will not appear for the visitor associated with the contact record.

How does a visitor get a tracking cookie?

Visitors are tracked anonymously with a tracking cookie before becoming contacts. HubSpot can then associate their website activity on the tracking cookie with their contact tape in ii ways:

The visitor fills out a HubSpot class.
The visitor clicks through a HubSpot Marketing email leading them to a HubSpot page or to a non-HubSpot page with the HubSpot tracking code installed.

Additionally, you can use the tracking lawmaking API to track visitors to your site.

Until the visitor performs one of the conversions in a higher place, HubSpot doesn't know who the visitor is or what lists the visitor's contact record is office of. Therefore, if you have a contact that hasn't converted yet, they won't see your conversation widget even if they're a contact in your database or a member of the list you lot're targeting to.

Please note: fifty-fifty if the visitor has done one of the ii actions to a higher place to get a tracking cookie, if the visitor has since deleted browser cookies or visited your site in a dissimilar browser, in an incognito window, or on their mobile device, then their tracking cookie can't exist detected and your chat widget won't appear for them.

Why do I have contacts without a tracking cookie?

Here are a few mutual ways contacts can exist in your database without converting on a form or clicking a marketing email link:

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

In one case a contact in your database is tracked with a tracking cookie, and then HubSpot considers them a known contact. If they meet your audience criteria, your chat widget will appear for them when they visit your site.

Please note: in some cases, sure pop-up blockers may forestall the chat widget from loading. If you lot turn off any pop-upward blockers installed in your browser and the chat widget appears, that extension is about likely preventing the chat widget from loading every bit expected.

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