Pop-up does not appear on the application

Issue

Pop-up is not appearing on the application.

Probable Causes

A Pop-up may not appear for the following reasons:

Pop-up is not pushed to Production.
Pop-up Visibility Rules aren't set correctly.
Pop-up may have expired.
Pop-up date and time aren't set correctly.
Pop-up is not live on the application.
Pop-up is restricted to certain user roles.
The Pop-up may conflict with another Pop-up with the same Visibility Rules.
If the Pop-up is triggered by a User Action, the Visibility Rules aren't set correctly.
If the Pop-up is triggered based on Enterprise or User Attributes, the corresponding Visibility Rules aren't set correctly.

Suggested Solutions

Check if the Pop-up is pushed from the Ready stage to the Production stage. For more information, see Push Whatfix content and widgets to Production.
The Pop-up could have expired or been set not to appear on specific dates.
Check the Visibility Rules for When the Pop-up must appear, that is, date and occurrence count.

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When your end users click the Skip button, it is not considered an interaction and the Pop-up will be displayed to them regardless of the occurrences you have set.

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Some of the Incorrect Visibility Rules that are commonly used are as follows:

Adding URL Equals instead of Contains: When you use equals as a condition instead of contains, the Pop-up is displayed only when the URL is exactly the same as entered. If the URL is slightly altered, the Pop-up is not displayed on the page.
Selecting the rule as URL Path and adding the domain name, which is the value for the URL Hostname rule: When a domain name is added instead of a URL Path, the rule is not evaluated, and the Pop-up is not displayed. For example, in the following URL adding ap17.lightning.force.com as the URL path instead of /lightning.
URL: https://ap17.lightning.force.com/lightning/#lead/list?filterName=Recent

For more information, see Visibility and Display Rule conditions.

When you are adding more than one Visibility Rule, then ensure that the right operator is used.
a. Use the And operator when the Pop-up needs to be shown only if all the conditions are evaluated as true.
b. Use the Or operator when the Pop-up needs to be shown if any one of the conditions is evaluated as true.

Check if the Pop-up start date, end date, start time, and end time are set correctly. For more information, see Schedule a Pop-up.

popup_date_time

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The Pop-up appears only between the set time durations on the selected dates. For example, if you set the start time at 08:00 and the end time at 21:00, then for the selected dates, the Pop-up would appear between 08:00 and 21:00 every day until the end date.
For the Pop-up to appear immediately upon publishing, set the start time to 00:00 and the end time to 23:30. This ensures that the Pop-up appears for end-users regardless of their login time.

Ensure that you have set the Time Zone field correctly for the Pop-up according to your end users' time zone.

popup_timezone

If your end users are from different time zones, then select the Use Local Time checkbox. For more information, see Schedule a Pop-up.

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When Use Local Time is selected, the Pop-up will appear at different times based on the local time. So if you set the Pop-up to show between 01:00 and 02:00, then the Pop-up will show based on the local time zone. This means that for a global audience, your users will see the content at different times, whenever it is 01:00 in their timezone. However, if this checkbox is unselected, then all your users will see the content at the set time in GMT.

Check whether user roles are used to configure the Pop-up Visibility Rules. If so, ensure that the appropriate user roles are added.
Ensure that you don't have two Pop-ups with the same Visibility Rules, Whatfix evaluates only one Pop-up on a page at a time.

Note:

If there are two pop-ups with the same Visibility Rules, then the Pop-up that was created first takes precedence.

Check if the Don't show me again option is enabled. Enabling this option gives the end user the option to disable the Pop-up.
If the Pop-up is set to be triggered based on the completion of User Actions, check if the Visibility Rules for the Pop-up are configured properly to include the User Action. For more information, see User Action as a Visibility Rule.

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A widget with User Actions configured as Visibility Rules can be previewed and tested using the Preview mode on Studio.
If you have configured multiple Pop-ups with different Visibility Rules to appear on the same page, the Pop-up configured with User Action Completed as the Visibility Rule is always shown first when the end user performs the User Action.

If the Pop-up is set to appear based on User or Enterprise attributes, ensure that you add the User Attribute or Enterprise Attribute Visibility Rules along with the other rules.

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For more information, see User Attributes and Enterprise Attributes for content segmentation.

Info

Always test pop-ups using the Whatfix Preview mode before they are visible to your user. For more information on how to Preview a Pop-up, see Preview pop-ups.

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If the issue persists, contact support@whatfix.com.

Pop-up does not appear on the application

Issue

Probable Causes

Suggested Solutions

What's Next