Why isn't my chatbot appearing

If your chatbot isn’t appearing on your website, it’s usually due to a setup or installation issue. This guide walks through the most common reasons a chatbot may not be visible and how to fix them.

In This Article

  • Website URL Not Added Under Display Settings
  • Chatbot Code Not Installed
  • Chatbot Code Installed After Adding the URL
  • Chatbot Code Installed Incorrectly
  • Getting Help

Website URL Not Added Under Display Settings

For a chatbot to appear on your website, your site’s URL must be added under the Display on URL section of your chatbot settings.

If no URL is listed, the chatbot won’t know where it’s allowed to appear.

What to check:

  • Go to your chatbot settings.
  • Locate the Display on URL or Targeting section.
  • Confirm that your website’s full URL has been added.

Chatbot Code Not Installed

If the chatbot code hasn’t been installed on your website, the chatbot will not appear—regardless of your display settings.

What to check:

  • Confirm that the chatbot embed code has been added to your website.
  • Ensure the code is published and live, not just saved in a draft.

Chatbot Code Installed After Adding the URL

If the chatbot code was installed after you added your website URL under targeting, the chatbot may not activate automatically.

How to fix this:

  1. Go to the Targeting or Display on URL section.
  2. Remove your website URL.
  3. Add the same URL back again.
  4. Save your changes.

This refreshes the connection and usually resolves the issue.

Chatbot Code Installed Incorrectly

If the chatbot code was installed incorrectly, the chatbot may fail to load.

Common installation issues include:

  • Two sets of quotation marks around the code
  • Code pasted incorrectly or altered
  • Code placed in the wrong location on the website

⚠️ Important: The chatbot code should be installed exactly as provided and placed in the correct section of your site (typically before the closing </body>   tag).

Getting Help

If you’re unsure whether the chatbot code has been installed—or if it’s been installed correctly—you can reach out to your Civic Plus account representative, who can verify the installation for you.

If you have any additional questions, you can also contact partners at frase.io for assistance.

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