Troubleshooting

The Pointer widget isn't loading on my website

If the Pointer widget isn’t appearing, check the following:1. Verify your project ID

Ensure you’re using the correct project ID from your Pointer dashboard
Check that there are no typos in the project ID

2. Check script placement

Make sure the script is placed in the <head> section or before the closing </body> tag
Verify the script URL is correct: https://cdn.pointer.ai/pointer-sdk@latest/pointer.browser.js

3. Check browser console for errors

Open Developer Tools (F12) and look for JavaScript errors
Common errors include CORS issues or blocked scripts

4. Verify allowed origins

Check your project settings and ensure your domain is in the allowed origins list

If none of these steps resolve the issue, contact our support team with your project ID and website URL.

Does Pointer affect my website's loading speed?

Pointer is designed to have minimal impact on your website’s performance:Performance optimizations:

The widget loads asynchronously and doesn’t block page rendering
Initial script size is optimized and compressed
Additional resources are lazy-loaded only when the widget is activated
CDN delivery ensures fast loading times globally

Best practices:

Use the async attribute when adding the script tag
Place the script near the end of your <body> tag if performance is critical
Consider conditional loading for specific pages if needed

If you’re experiencing performance issues, contact us and we can help optimize the integration for your specific needs.

The widget appears but doesn't respond to questions

If the widget loads but isn’t functioning properly:1. Check your knowledge base

Ensure you’ve uploaded content to your knowledge sources
Verify that your content has been processed (this can take a few minutes)

2. Test with simple questions

Try asking basic questions related to your uploaded content
Check if the AI responds with “I don’t know” or no response at all

3. Review your project settings

Verify your project is active and properly configured
Check if there are any API key or authentication issues

4. Browser compatibility

Test in different browsers (Chrome, Firefox, Safari, Edge)
Disable browser extensions that might interfere with JavaScript

If the issue persists, contact our support team with details about the questions you’re testing and your project configuration.

Custom trigger button isn't working

If you’ve set up a custom trigger button but it’s not opening the widget:1. Verify trigger configuration

Check that the trigger ID in your playground settings matches your button’s ID exactly
Ensure “Set custom trigger” is enabled in your project settings

2. Check button implementation

Verify your button has the correct id attribute
Make sure the button is present in the DOM when the script loads

3. Script parameter

Ensure your script includes the triggerId parameter:

Copy

<script src="https://cdn.pointer.ai/pointer-sdk@latest/pointer.browser.js?projectId=your-project-id&triggerId=your-button-id"></script>

4. JavaScript conflicts

Check for JavaScript errors that might prevent event handlers from attaching
Test if other click events on your page are working

Need help with custom triggers? Contact us for assistance.

Widget styling conflicts with my website design

If the Pointer widget is conflicting with your website’s styling:1. CSS specificity issues

Check if your site’s CSS is overriding widget styles
Use browser Developer Tools to inspect style conflicts

2. Z-index problems

The widget uses a high z-index value to appear above other content
If it’s appearing behind other elements, you may need to adjust your site’s z-index values

3. Mobile responsiveness

Test the widget on different screen sizes
Check if it’s properly positioned on mobile devices

4. Brand customization

Pointer offers extensive customization options in enterprise plans
We can match your brand colors, fonts, and overall design

For styling conflicts or customization needs, reach out to our team for solutions.

Analytics data isn't showing up

If you’re not seeing analytics data in your dashboard:1. Wait for data processing

Analytics data may take up to 24 hours to appear
Ensure you’ve had actual user interactions with the widget

2. Check integration tracking

Verify the widget is properly loaded and functioning
Test a few questions yourself to generate initial data

3. Review data collection settings

Ensure analytics tracking is enabled in your project settings
Check if privacy settings are affecting data collection

4. Time zone and date range

Verify you’re looking at the correct date range in analytics
Check if time zone settings are correct

If analytics issues persist, contact our support team for assistance with data tracking.

Integration issues with specific platforms

Platform-specific troubleshooting tips:WordPress:

Ensure your theme allows custom scripts in the header
Check if security plugins are blocking external scripts
Try using a plugin like “Head & Footer Code” if direct editing isn’t working

Shopify:

Make sure you’re editing the correct theme file (theme.liquid)
Check theme permissions and backup before making changes
Some Shopify apps may interfere with custom scripts

Single Page Applications (SPAs):

The widget may need to be reinitialized on route changes
Consider implementing the widget reload for dynamic content

For platform-specific integration help, contact us with details about your platform and any error messages you’re seeing.

How to test the integration before going live

To properly test your Pointer integration:1. Use staging environment

Test on a staging or development version of your site first
Add your staging domain to allowed origins in project settings

2. Browser testing

Test in multiple browsers and devices
Check both desktop and mobile experiences

3. Functionality testing

Ask various types of questions to test AI responses
Test custom triggers and interactive elements
Verify analytics tracking is working

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Troubleshooting