Support Best practice How to guide: Preventing your setup from blocking the chat-widget

How to guide: Preventing your setup from blocking the chat-widget

Updated: April 22, 2024

Sometimes, the Weply chat-widget may fail to load on your website. While this occurrence is rare, the issues can be frustrating, especially when potential leads from the Weply chat could propel your business forward already today. In this guide, we'll list the three main root causes to this issue and outline the necessary action you need to take. Identifying the root cause and solving the issue might be challenging, but it doesn't have to be with this guide by your side.

Step 1: Identify if it is a device- or server issue

Important to understand first is that blocking domains can happen because of either restrictions on your device or on the server. Your device might have certain security settings or browser configurations that cause it to block certain domains. Meanwhile, servers can in a similar way also dictate which domains are allowed or restricted based on their own security protocols. Understanding these differences is important for figuring out and fixing issues with loading the Weply chat-widget.

Step 2: Choose the relevant solution

Based on our clients experience, the issue they are usually faced with is rooted in three primary causes. Two of them being server-related, and one being device-related. Regardless of which one it is, the solution remains almost the same: you need to whitelist the chat-widget domain so it is no longer being blocked.

In the following drop down menu we have listed the typical indicators of the three root causes, so you easily can determine the root cause, and the relevant solutions.

2.1 CSP / HTTP error (403) - server issue

The typical indicators

How do you know if the issue is caused by a CSP (Content Security Policy) error? Look for any error messages that appear when you relaunch the website after integrating the Weply chat-widget. Keep an eye out for the typical error code "403", as well as instances where "HTTP" is mentioned.

The necessary action

When getting the mentioned error message (or similar) you can safely continue by automatically allowlisting / whitelisting the domain. We recomend to also manually whitelisting the Weply chat-widget to secure that this issue is permanently solved.

For default CSP, then add the following to your default-src.

https://app.weply.chat + https://cdn.weply.chat

If you have stricter policies, add the following to script-src, img-src, and frame-src.

https://app.weply.chat + https://cdn.weply.chat

Note: Please consult your web developer, hosting provider, or whoever manages your website to adjust CSP settings. Since all servers are different, Weply won’t be able to help troubleshoot issues regarding CSP errors.

2.2 "MIME type" error - device issue

The typical indicators

How do I know if the issue is caused by a MIME type error? Look for any error messages that appear when you relaunch the website after integrating the Weply chat widget. Keep an eye out for the typical error code "404" as well as instances where "MIME type" is mentioned.

The necessary action

Start with clearing your cache by pressing ctrl + shift + delete.

If this did not solve the issue the Weply chat-widget (see below) domain need to be whitelisted. This can be done at multiple levels.

https://app.weply.chat + https://cdn.weply.chat

Browser level

Follow the relevant guide to the browser you are using, and add the Weply chat-widget script.

Network level

Your local network's settings might also be blocking the script. Get in touch with whoever manages the settings for your network.

VPN

Using a VPN could also be blocking the script. Get in touch with whoever manages the settings for your VPN.

Note: Since all Local Network and VPN settings are different, Weply won’t be able to help troubleshoot issues regarding these types of errors.

2.3 Cookiesettings - server issue

The typical indicators

Sometimes you will not be made aware by an error message, that the Weply chat-widget is being blocked, making it hard to know where to even start determining what the root cause to the problem is. If that is the case think; cookie settings.

The necessary action

Get in touch with whoever manages the cookiesettings for your website. The Weply chat-widget domain (see below) needs to be whitelisted.

https://app.weply.chat + https://cdn.weply.chat

Note: Since all cookie policies are different, Weply won’t be able to help troubleshoot issues regarding cookiesetting errors.

Step 3: Testing the Whitelisting

After whitelisting the domain, reload the webpage where you encountered the blocked script and/or missing chat widget. If the domain has been successfully whitelisted, the script should now execute without being blocked.

Step 4: Contact support

If you've tried and tested the different solutions outlined in this guide and are still experiencing issues, don't hesitate to reach out to us for further assistance. Our team is here to help!

Need help?

+45 89 87 91 00

Give us a call, we're happy to help!

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Friday: 8.30 am - 3.30 pm (GMT+1)

support@weply.chat

We aim to answer all inquiries within 24 hours.