The widget fails quietly by design: when it cannot load, it draws nothing rather than a broken button. Work through this checklist from the top; most missing widgets are explained by the first section.
1. Is the agent switched on at every level?
- Your plan includes the AI Support Agent. It is part of Pro and Enterprise. Without it, Settings > AI support agents shows a locked feature panel and the widget reports itself as not enabled.
- AI support agents are enabled for the company. Open Settings > AI support agents and check the AI support agents toggle is on. A knowledge base's own chat bot needs this; a widget agent for an external site is gated only by its own toggle, but the plan check above still applies.
- The agent itself is enabled. On Support Agents, the Enabled toggle in the agent's row must be on. It is easy to switch off by accident while editing the row.
- The floating button is set to show. In the agent's launcher options, Show floating button must be on. When it is off the widget still loads, but nothing appears until your own code calls
HelpBento.open().
2. Is the page allowed to load it?
- Domain allowlist. If the agent has Allowed domains set, a page on any other host is refused, including
localhost. Add the host or clear the list. See Restrict which sites can load your widget. - Ad or content blockers. Privacy extensions and corporate filters sometimes block third-party chat scripts. Try the page in a private window with extensions off, or on a phone on mobile data.
3. Is the snippet right?
- The snippet is on the page. Copy it again from Support Agents > Widget Agents > Install for the exact agent you expect to see. The Developer Docs cover where to place it.
- It is on this page. A snippet added to one template or layout will not appear on routes that use a different one. Check the page source for
widget.js. - The script actually loads. In the browser's Network tab, confirm
widget.jsreturns successfully and that a request to HelpBento follows it.
4. Read the console
Open the browser console on the affected page. The widget logs every problem with a [HelpBento] prefix:
| Message | Meaning |
|---|---|
Config loaded: {...} with enabled: false, followed by Widget is not enabled for this company | Something in section 1 is off: plan, company toggle, or the agent's own toggle |
companyId is required | The snippet's init() call is missing its company id; recopy the snippet |
Failed to fetch config with a message naming a domain that is "not in this workspace's allowed widget domains" | The domain allowlist refused this page |
Failed to fetch config with any other error | The request never reached HelpBento; look at blockers and the Network tab |
No [HelpBento] lines at all | The script did not run on this page; back to section 3 |
Still stuck?
If the button appears on desktop but not on a phone, that is expected while the chat panel is open: on narrow screens the panel takes over the screen and the launcher hides until it closes. If a visitor has dragged the launcher on a desktop, its position is remembered in that browser and may not be where you expect.