Chat tracking code not working

[BikeRunner]

Hi, 

I have created a new Chatflow, and the targeting rules are correctly set up to the domain, and I have installed it on the domain. But it is not showing. 

The domain I want it to show on, is not my main domain set up in the Hubspot account - is that the reason it is not showing? Meaning I will have to set this new domain up as a brand domain in the Hubspot account for the chatflow/script to work, or what? 

[franksteiner79]

Hi @BikeRunner 

Could you maybe specify which domains you are talking about and include screenshots of your chatflow targetting rules? The more detailed the information you can share the more likely someone here will be able to help you.

As a starter for 10 have you checked either of these articles:

• Chat widget not appearing on website pages
• Troubleshoot the HubSpot tracking code

Cheers

Frank

[BikeRunner]

Hi again Frank, 

We have still not solved this issue even though we of course have been through the obvious. But what I am hoping to get a straight answer on, is - does the domain where the chat tracking code is implemented have to be set as a "brand domain" for the Hubspot account, for the code to work on that domain - or no? Hope you know the answer to this.. 

Best Kajsa

[BikeRunner]

Hi Frank, 

Yes - the tracking code is installed on flattire.nl, and I can see it in the source code just before the </body> tag. And this is the settings of the chatflow targeting:

But our brand-domain in hubspot is bikerunner.dk - and not flattire.nl (I cant seem to add more because I have a free version... ) - so I was thinking that was the reason? But it doesnt quite make sense then that you are able to type in another url for the targeting, if it - for that reason - will not work anyways... ? Then it should have been "locked" to only adding the brand domain, I think?  

[karstenkoehler]

Hi @BikeRunner,

Is the tracking code installed on that domain? That's the main requirement. https://knowledge.hubspot.com/reports/install-the-hubspot-tracking-code

Best regards 

[BikeRunner]

Yes it is - and my webmaster says it should be installed correctly etc. But it is not showing on the site, which is why I am thinking it must be something like that that we are missing? 

[karstenkoehler · Accepted solution]

@BikeRunner this article has step by step troubleshooting instructions: https://knowledge.hubspot.com/chatflows/chat-widget-is-not-appearing-on-your-pages – could you please go through these and report back?

Just to rule out the obvious, you have tested other devices and browsers, without any extensions, and cleared cache and cookies, and it's not working there either?

[BikeRunner]

Hi again Karsten, 

We have still not solved this issue even though we of course have been through the obvious. But what I am hoping to get a straight answer on, is - does the domain where the chat tracking code is implemented have to be set as a "brand domain" for the Hubspot account, for the code to work on that domain - or no? Hope you know the answer to this.. 

Best Kajsa