Troubleshooting Widget Not Loading or Displaying

Last updated: August 10, 2026

Use this guide when the Docket widget does not appear on your website, appears on the wrong pages, or does not open when expected.

Start with the checks in order. Most widget issues come from the script, domain whitelist, agent status, or Widget Behavior settings.

Quick Checklist

  • The Docket widget script is installed on the page.

  • The exact domain being tested is whitelisted for the agent.

  • The agent is active, not still in draft.

  • Widget Behavior is configured for the page you are testing.

  • Work Hours is not intentionally hiding the widget.

Step 1: Confirm the Widget Script Is Installed

Open the page where the widget should appear and confirm the Docket script is present.

Common ways to check:

  1. Open the page source or browser developer tools.

  2. Search for AISellerSettings.

  3. Confirm the script includes the correct agent_id.

  4. Refresh the page after any deployment or CMS change.

If the script is missing, add the widget script from your Docket setup flow or your deployment documentation, then test again on the live page.

Step 2: Confirm the Domain Is Whitelisted

The widget should only run on approved domains.

  1. Log in to app.docketai.com.

  2. Click Marketing Agent Configuration in the left sidebar.

  3. Select the agent.

  4. Open the Widget tab.

  5. Review Whitelist Domains.

Check the exact domain where you are testing. Production, staging, campaign pages, and subdomains may need to be reviewed separately.

Testing URL

Domain to Review

https://www.example.com/pricing

www.example.com

https://staging.example.com/demo

staging.example.com

https://campaign.example.com

campaign.example.com

Step 3: Confirm the Agent Is Active

From the Agents dashboard, check the agent status.

If the agent is still in draft, it is still being configured and is not live on the website. Finish the setup and activate the agent before testing the website widget.

Step 4: Review Widget Behaviour

Widget Behaviour controls where and when the widget appears.

  1. Open the agent's Widget tab.

  2. Go to Widget Behaviour.

  3. Find the domain you are testing.

  4. Confirm the behavior matches the expected visitor experience.

Use this table to interpret common behavior settings:

Setting

Expected Result

All Pages

The widget can appear across the approved domain.

Selected Pages

The widget appears only on the selected pages or URL patterns.

On Click (Function Call)

The widget waits for your website to trigger it, such as from a button click.

If the widget is set to On Click (Function Call), it is expected that the widget will not open automatically on page load.

Step 5: Check Work Hours

If Work Hours are enabled, review whether the widget is intentionally limited by schedule.

In particular, check whether Enable widget post working hours only is turned on. When that setting is enabled, the widget is intended to appear outside the configured working hours.

Review the configured work days, hours, and time zone before treating the missing widget as a loading issue.

Step 6: Check the Browser Console

Open browser developer tools and review the Console and Network tabs.

Look for:

  • The Docket script failing to load.

  • JavaScript errors that appear before the widget loads.

  • Browser extensions or privacy tools blocking scripts.

  • A mismatch between the page being tested and the whitelisted domain.

After fixing any site-side issue, hard refresh the page and test again.

Step 7: Test a Clean Browser Session

If settings look correct but the widget still does not appear:

  1. Test in an incognito or private browser window.

  2. Disable browser extensions for the test.

  3. Clear the site's cache or test from a fresh browser profile.

  4. If your website uses a CDN or CMS cache, publish the latest changes and clear the relevant cache.

This helps separate Docket configuration issues from browser, extension, or website caching issues.

Step 8: Compare Against the Standalone Page

If the widget does not load on your website, test whether the agent itself works outside the site deployment.

Open the agent's standalone page or preview experience from Docket. If the agent works there but not on your website, focus on website deployment, domain whitelist, Widget Behaviour, and page-level JavaScript issues.

What to Collect Before Escalating

If the issue continues, collect:

  • Agent name and agent ID.

  • The exact URL where the widget should appear.

  • The domain listed in Whitelist Domains.

  • The Widget Behaviour setting for that domain.

  • Whether Work Hours are enabled.

  • Any browser Console errors or failed network requests.

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