My Web Widget (Classic) does not appear on pages outside my help center

Issue symptoms

My Web Widget (Classic) does not show on any page other than my help center. My website does not display Chat. This only happens if I selected the Help Center and Contextual Help options in the Web Widget (Classic) settings.

Resolution steps

The Web Widget (Classic) only renders content based on what it has access to. If the widget does not show on a particular website, you most likely ticked the Require sign in option in Knowledge.

When you select that option along with Help Center and Contextual Help in the Web Widget (Classic) settings, Chat cannot load for unauthenticated users. This disables Chat for unauthenticated users, outside the help center.

To resolve this:

1. Just in case, ensure that the Web Widget (Classic) code appears in the header of your website
2. In your Web Widget (Classic) settings, enable other options, like Contact form, to restore the Web Widget (Classic) outside your help center
3. Consider the possibility of unticking Require sign in in Knowledge, which will make your help center content available to anyone
   • You can still restrict the visibility of specific articles and change your article settings in bulk

For more information, see these articles:

• Why is the contact form missing from Web Widget (Classic)?
• Troubleshooting the Web Widget (Classic) widget on your website