Improved Self Help does not display

Probable Causes

Improved Self Help might not display due to one or more of the following reasons:

The segment is not live on the application.

The Visibility Rules aren't set correctly or have expired.

There is a conflict between the Visibility Rules of two Self Help segments.

The Self Help segment does not contain any content.

The content inside Self Help does not contain the required Role tags.

The browser is configured to block pop ups.

The Self Help widget relies on an integration that failed to run.

If using the Browser Extension method

The following causes apply if you are using the Browser extension method of deployment.

The Whatfix Extension is not installed in the browser.

If you use the Browser Extension method of delivery and you have published content recently, the Self Help does not appear on your application.

The Whatfix Extension is installed manually and not configured to receive automatic updates.

Suggested Solutions

After a segment is created, for end users to see it, it has to be made live by moving it from the Ready stage to the Production stage. For more information on pushing widgets to Production, see Push Whatfix content and widgets to Production.

Note:

You cannot push an empty Self Help segment to Production in the Enhanced Publishing Experience. Ensure that there is at least one content piece in the segment before moving it to Production.

Check if you have content in Self Help.
Whatfix is configured to display the Self Help segment only if you have created at least one content piece that involves element selection. This means there should be at least one Flow in it.

Set correct Visibility Rules for your Self Help segment. For more information, see Visibility and Display Rule Conditions.

Info:

Incorrect Visibility Rules that are commonly used:

Adding URL Equals instead of Contains: When you use equals as a condition instead of contains, the Improved Self Help is displayed only when the URL is exactly the same as entered. If the URL is slightly altered, the Improved Self Help 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 the URL Path, the rule is not evaluated, and the Improved Self Help is not displayed.
When you are adding more than one Visibility Rule, then ensure that the right operator is used.
Use And operator when Improved Self Help needs to be shown only when all the conditions are evaluated.
Use Or when Improved Self Help should be shown when any one of the rules is true.

Disable Pop-up blockers.
The Improved Self Help widget may not appear if your browser is configured to block pop-ups. To disable the Pop-up blocker for each browser, click the following links:

If the Self Help widget relies on an integration for content segmentation, confirm whether that integration has successfully run before publishing the widget.

If using the Browser Extension method

Try the following solutions if you are using the Browser extension method of deployment.

Ensure that the Whatfix Extension is deployed to each user. For more information, see Mass deployment of the Browser Extension. If you cannot mass deploy extensions to your users, you can choose to deploy the Whatfix extension to individual users.

Whether you use JS embed or browser extension method of delivery, Whatfix content updates are visible to your end users within a few minutes of performing a Push to production (P2P). On average, it takes between 1-15 minutes after publishing for changes to reflect for your end users.

Ensure that the Whatfix Extension is installed in a way that supports automatic updates, such as through the browser's official store, to enable the Self Help widget to appear.

Note:

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

Improved Self Help is not showing

Issue

Probable Causes

If using the Browser Extension method

Suggested Solutions

If using the Browser Extension method

What's Next