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Chat Widget Issues

The chat widget should appear as a bubble on your website. If it's not showing, not styled correctly, or not working right, here's how to fix it.

Widget not appearing​

Check the code is installed​

  1. View your page source (right-click > View Source)
  2. Search for "theagentbuilder"
  3. The embed code should be there, before </body>

If it's missing: Add the code. See your platform guide:

Clear your cache​

Your browser might be showing an old version.

Fix:

  • Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  • Clear browser cache
  • Try incognito/private mode
  • Try a different browser

Check for blockers​

Some things can block the widget:

  • Ad blockers
  • Privacy extensions
  • Corporate firewalls
  • Security plugins on your website

Fix: Temporarily disable blockers and test. If it works, add an exception for TAB.

Check JavaScript errors​

Other scripts might be conflicting.

How to check:

  1. Right-click on your page
  2. Click "Inspect" or "Developer Tools"
  3. Go to the Console tab
  4. Look for red error messages

If you see errors: You may need to resolve conflicts or ask your web developer.

Widget appears but looks wrong​

Colors don't match​

If the colors aren't what you set:

  1. Go to TAB > Channels > Chat Widget
  2. Verify your color settings
  3. Save changes
  4. Hard refresh your website

Widget in wrong position​

The bubble should be in the corner you selected.

Fix:

  1. Go to TAB > Channels > Chat Widget
  2. Check the position setting (bottom-left or bottom-right)
  3. Save
  4. Refresh your website

Icon not showing​

If your custom icon isn't appearing:

  1. Check the icon was uploaded successfully
  2. Make sure it's a supported format (JPG, PNG, GIF)
  3. Try re-uploading
  4. Clear cache and refresh

Widget too small/large​

The widget size is standardized. If it looks different, check:

  • Browser zoom level (should be 100%)
  • Page CSS that might be affecting it

Widget doesn't respond​

If the bubble appears but nothing happens when you click:

Check JavaScript console​

  1. Open Developer Tools (F12)
  2. Go to Console tab
  3. Click the widget
  4. Look for errors

Agent not trained​

The widget might not work if your agent isn't trained.

Fix: Go to TAB, check your agent's status, and train if needed.

No credits​

If you're out of credits, the agent can't respond.

Fix: Check Settings > Usage. Buy credits or wait for monthly reset.

Mobile issues​

Widget not visible on mobile​

The widget should work on phones and tablets. If not:

  • Check responsive settings on your website
  • Ensure the code is in templates that load on mobile
  • Clear mobile browser cache

Widget covers content​

On small screens, the bubble might overlap important elements.

Options:

  • Try a different position (left vs. right)
  • Adjust your page layout around the widget

Multiple widgets appearing​

If you see more than one chat bubble:

  • You may have added the code twice
  • Check for duplicate embed codes
  • Remove extras from your page

Still having problems?​

  1. Test in the TAB Playground first (if Playground works, it's a website issue)
  2. Check our Common Issues page
  3. Contact support with:
    • Your website URL
    • Browser you're using
    • Screenshot of the issue
    • Any console errors