Published at: 2026-09-17

What to do if the web plug-in does not display

Overview

This page is used to locate the common causes of the Online Customer Service failure and provide sequential troubleshooting methods.

Core concepts

Troubleshooting Dimensions	illustrate
configuration status	Confirm that the relevant channels, plugins or rules are enabled and saved.
Permissions and associations	Confirm that the roles or relationships between the current account, support agents, and channels are correct.
Test verification	Use a reproducible test message, page, or session to verify that the issue is resolved.

Solve the problem of the small customer service icon not being displayed in the lower right corner of the page after embedding the script on the official website.

Fault Symptoms

The plug-in script is pasted in the official website HTML. After re-publishing, there is no floating button in the lower right corner and no error message.

Troubleshooting steps

Step 1: Proofread `webImId` parameters

In the official website HTML script, check the embedded code snippet: <script id="fs-im-script" src="...creat.js?&webImId=<your-id>"></script>
Confirm that the 19-digit number of webImId is exactly the same as the unique ID of the plug-in in your online customer service backend.

Step 2: Check browser console for errors

While testing Official Website Page, press F12 to open the browser developer tools and switch to Console.
Observe whether there is a 404 Not Found cross-domain interception error, or a 404 Not Found resource loading failure error.
If there are cross-domain restrictions, you need to confirm that your official domain name has been entered into the “Trusted Domain Name Allowlist” in the channel configuration of the customer service backend.

Step 3: Calculate `autoOpen` time limit

If the autoOpen parameter is configured to pop up automatically, check its value (milliseconds). If the value is too large, the icon may not be rendered until after the set delay.