The preview does not look like your Web Widget

When the preview shows other colours, another avatar or the widget of another brand than your website, this is where the difference comes from.

When the preview shows other colours, another avatar or the widget of another brand than your website, this is where the difference comes from.

See where the colours come from

Open Preview settings. Under Colors for this account, a line starting with Theme says where the preview takes its colours from:

• widget settings of your account: the Web Widget design, from Admin Center or from the public configuration of your widget.
• your custom colors: colours you set yourself in the preview. Reset to account theme removes them.
• test widget (no Web Widget found for this account): the extension found no Web Widget design and uses the look of the test widget.

No Web Widget was found

• On dashboard.ultimate.ai, the extension takes the Zendesk subdomain from the AI agent's platform settings. Signed in to that Zendesk account in the same browser, it reads the brand's Web Widget settings from Admin Center as it does on the Zendesk address; otherwise it uses the public configuration. If it finds none, or you want another widget, open All settings, add the account under Accounts with the address dashboard.ultimate.ai, and enter the Web Widget key or Zendesk host, for example yoursubdomain.zendesk.com. The preview then uses the public configuration of that widget.
• The brand has no Web Widget with messaging. Check the brand in Admin Center; how is in Setting up and showing the Web Widget.

The colours or avatar differ from Admin Center

• Without the Admin role for Support, the preview uses the public configuration of your Web Widget, not the settings in Admin Center. See Who can use AI Agent Preview.
• A recent change to the public configuration can take up to an hour to reach the preview, because the extension keeps a copy of it for that long. Closing Chrome clears the copy.
• Your own colours or customisation still apply. Use Reset to account theme for the colours, and Reset customization in the Web Widget customization panel. Colour overrides set on the options page under Accounts apply as well.
• Style in the preview settings can override the style of your account. Set it to Account default.
• The AI agent's avatar and name next to its messages come from the AI agent settings, not from Admin Center. As in the real widget, its messages show a grey placeholder when the AI agent has no avatar. In a single conversation and on the conversation list, the header shows only your Web Widget's avatar, or none when it is not set. An open conversation in a widget with several conversations shows the avatar of its last AI agent message instead, or none when that message has no avatar. A picture that cannot be loaded appears as a grey placeholder.

The widget of another brand appears

The preview uses the Web Widget of the brand the AI agent belongs to. If you once chose a widget under This account in the Preview channel menu, the preview keeps that brand for this account, also after you switch channels. Choose the right brand there. See Choosing the channel to preview.

A Web Widget key on the options page, and widget settings you copied from a website with the Web Widget inspector, win over the Admin Center settings of the AI agent's brand, including the position and offsets. Settings copied from a website come with the notice Using the widget settings copied from followed by the site. To go back, clear the key under Accounts on the options page and click Reset customization. See Getting started with the Web Widget inspector.

A notice says Web Widget update

The notice Web Widget update means that Zendesk published a new build of the Web Widget, or changed the feature flags of your account, since the extension last saw them. The extension's rules are checked against a specific widget build, so after an update, check the widget on your website itself. Close the notice with its cross.

Still stuck

Tell us what you see, with the name of the AI agent, the channel you preview and a screenshot, and we will look into it.

See also

• What the Web Widget preview shows
• The preview settings
• Who can use AI Agent Preview
• Changing the widget's name and appearance