Troubleshooting
Common issues and solutions for Pointer integration. Still need help? Contact us.
The Pointer widget isn't loading on my website
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.so/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?
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
asyncattribute 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
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
Custom trigger button isn't working
Widget styling conflicts with my website design
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
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
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
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