Work through these checks in order.
1. Clear caches#
Caching plugins, hosting caches and CDNs can serve an old copy of your pages. Clear every cache, then reload the site in a private window.
2. Exclude the script from optimisation#
Plugins that combine, defer or delay JavaScript can stop the widget loading. In your optimisation plugin's settings, exclude convoai-chat.js from minify, combine and delay options.
3. Check the widget is active#
In Convo AI, open Engage → Chat Widgets, then the Advanced tab, and make sure Widget Active is on.
4. Check where the code was added#
- The code must be inside the site's
<head>(or the header box of your code-snippet plugin), not in a post or page body. - Paste it exactly as copied. Do not change the
data-api-keyvalue. - If you edited
header.php, confirm the active theme is the one you edited.
5. Check the browser console#
Open your browser's developer tools and look in the Console for errors that mention convoai-chat.js. A blocked script usually points to a security plugin or a Content Security Policy that needs to allow it.
Still stuck?#
Reinstall the code from Engage → Chat Widgets, or contact the Edesy team with your site address.