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Web Integration Troubleshooting

This document will help you to find out if the WEB SDK has been integrated correctly and go through some common mistakes that people make when integrating the websdk.

Step 1 - Check the Contextual dashboard

If you go to or you will be able to see if the websdk has been integrated correctly.

Step 2 - Check for Websdk script

If in Step 1 you can see that no integration is showing up then the next step is to check that the Contextual script has been added to your website.

First - Check with your developer that they have made the Contextual integration live.

Second - Visit the website where you have tried to integrate Contextual. Open inspector and go to the network tab, then search for:

If nothing appears in the search then the Contextual script has not been loaded correctly.

Please make sure your developer has put the Contextual load script in between the tags. If you need any further help please check integration instructions here or contact

Step 3 Contextual Initialisation script

If you can see that the Contextual script from step 2 is being loaded then the next step is to see if the Contextual initialisation script is loading.

In the network tab of the inspector search for.


Then load a page where you have tried to integrate Contextual and check if there are any network calls from

If there are no network calls then the Contextual initialisation script has not been implemented correctly. Please check the instructions here

If you do see network calls from then your integration should be working.

Contextual is integrated but you can't see tips?

If you have followed all the steps above and now have a working integration but you are unable to get Contextual Guides to work then please try the following.

Check preview in creator mode

First thing to do is to check if you are able to view any Contextual content in preview mode using the Contextual creator. If you are not able to do this then please contact us at

Can't see Guides

If you are able to preview Guides in the Contextual creator but not when you enable Guides there is a couple of things you need to check.

1 The Guide is on Dynamic URL

Please check if the Guide is placed on a dynamic URL. For example; A URL that uses an account number or a name or a random generated ID. If this is the case then please follow the instructions here

2 The Guide is targeting an element that has a dynamic ID

We do our best to be able to target all elements without having to write any code. Sometimes elements use a dynamic ID which makes it difficult for our targeting algorithm to find the same element again.

There is two options in this situation:

  1. Select an element in the same area that doesn't change it's ID. (sometimes the parent widget doesn't have dynamic ID)

  2. Get your developers to give the elements you want to target a fixed ID, more info for developers here

If you have any questions or need further help please check integration instructions here or contact

Can't see embed video (Youtube, Dailymotion, etc..)

Please update the "Content Security Policy" (CSP) on your website to allow the display video. There are two methods to enable the display of video. Simply choose the method that best suits your website. Read more

Method 1: Using the HTML meta element

<meta http-equiv="Content-Security-Policy" content="frame-src;">

Method 2: Using the HTTP header

Content-Security-Policy: frame-src;

Last update: 2024-01-14