The chatbot is not appearing on my site | Civio Civio Assist Knowledge Base [Skip to content](#main) [ ![Civio Civio Assist Knowledge Base](/civio-light.svg) ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io) [Product documentation](/articles) [Release notes](/releases) [ Support portal ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) Toggle navigation [Product documentation](/articles) [Release notes](/releases) [Support portal](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) 1. [Home](/) › 2. [Product documentation](/articles) › 3. [Setting up and managing your chatbot](/articles?category=2) › 4. The chatbot is not appearing on my site The chatbot is not appearing on my site ======================================= Updated 3 weeks ago · 2 min read Search Search If the chat launcher is missing from your website, work through these checks in order. The first one accounts for most cases. 1. Check your domain is allowed ------------------------------- Each chatbot has a list of websites it is permitted to load on. If your domain is not on that list, the chat is blocked and your browser's developer console shows a **403** error. ``` Failed to load resource: the server responded with a status of 403 () https://assist.civ.io/chatbot/iframe/?botId=&view=iframe ``` The list needs to include both **assist.civ.io** and your own website's domain. Only the Civio team can change it, so send your Civio representative the exact domain and ask them to add it. 2. Check chat availability -------------------------- If chat availability is set to **Disabled**, the chat launcher does not appear on your website at all. If it is set to **Maintenance**, users see a maintenance message instead of the usual chat. Check **Chat availability** in the dashboard. See [Turning your chatbot on, off or into maintenance mode](/articles/chat-availability). 3. Check the snippet -------------------- - The snippet is present on the page, inside the **<head>** tag. - It is on *every* page you expect the chat on, not just the home page. - The bot ID matches the environment. A staging ID will not work on your live site. - Where the chat is placed inside a page rather than behind a launcher, the placeholder element is still present and still carries its **data-civio-assist-inline** attribute. Some page builders remove attributes they do not recognise. See [Embedding the chat inside a page](/articles/inline-embed). See [Adding the chatbot to your website](/articles/adding-the-chatbot-to-your-website) for the correct snippet. 4. Rule out your browser ------------------------ - Do a hard refresh, or open the page in a private window, to rule out a cached copy of the page. - Try a different browser or device. - Disable ad blockers and privacy extensions for the page, as some block third-party chat widgets. Still stuck? ------------ Contact your Civio representative. To get to an answer quickly, include: - The exact page address where the chat should appear. - Which environment it is. - What you see instead, and any error from the browser's developer console. - The browser and device you tested on, and whether another browser behaves the same way. Was this article helpful? ------------------------- Your feedback helps us prioritise what to rewrite. Yes No [ Back to Setting up and managing your chatbot ](/articles?category=2) On this page ### Still need help? Raise a request in the support portal and track it to resolution. [ Submit a support request ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) **Need additional help?** Contact our support team at [help@assist-support.civ.io](mailto:support@civ.io) © 2026 [Civio](https://civ.io)