Plan requirement
| App | pluscloud AI Agent Preview |
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Client admin, Client editor, Client user |
What to do when Show as Web Widget is missing, the preview does not open, or it shows an empty or incomplete conversation.
Show as Web Widget is not in the menu
The menu item appears in the three-dots menu of the test widget once a test is running. If it is not there:
- Check that you are in the AI agents dashboard: the AI agents pages of your Zendesk account, or dashboard.ultimate.ai. The extension does nothing on other pages.
- Reload the tab. After you install or update the extension, an open tab only picks it up when it loads again.
- Open
chrome://extensionsand check that AI Agent Preview is switched on, and that Chrome is version 111 or later. - Start the test again with Test AI agent, or with Test dialogue, Test branch or Test procedure in the dialogue builder.
The steps are also in Getting started with AI Agent Preview.
The test widget opens instead of the preview
Preview mode is off. Turn it on with Show as Web Widget in the three-dots menu, or with the Preview mode switch in the extension's window in the Chrome toolbar. When it is off, the window says so.
Back to test widget turns preview mode off for the next tests too. That is why a test can open without the preview after you used it earlier.
Show as Web Widget opens a window instead of the preview
The extension is not activated yet. The window Activate AI Agent Preview opens the first time you choose Show as Web Widget or Show in preview. If preview mode was already on, for example because you used an earlier version of the extension, it opens as soon as a test starts. It also opens again after the terms of use or the privacy policy change.
Tick the box for the terms of use and the privacy policy, and click Activate. The newsletter box is optional. The preview then opens. The steps are in Getting started with AI Agent Preview, and what pluscloud receives after activation is in What pluscloud receives from AI Agent Preview.
If you choose Not now, the preview stays off and the test widget works as usual. Until you activate, the extension's window reads Not activated yet.
A notice says the preview can't read the test widget
The notice reads The preview can't read this test widget, so you see the original one. The extension could not connect to the test widget, for example because Zendesk changed the dashboard. You keep working in the original test widget, and the preview takes over again as soon as it can read it. If the notice keeps coming back, reload the tab. Help and status in the notice opens help.pluscloud.nl.
The preview is empty or shows part of the conversation
Click Restart conversation in the toolbar. When the test widget picks up an earlier conversation, for example after you return to the dashboard home, the preview rebuilds the conversation from what the test widget shows, and some messages or buttons can be missing. A restart gives you the full conversation again. On the dashboard home, wait until the page has loaded before you click Test AI agent.
The inspector shows which of the two you are looking at. On the Conversation tab, Capture reads socket when the preview follows the live test, and dom when it rebuilt the conversation. See Using the inspector.
The conversation has ended
When the test conversation has ended, the preview says so and you cannot type any more. Click Restart conversation to start a new one.
With several conversations, an earlier conversation you open from the conversation list is read-only and has no message field. The back button in the header takes you back to the list, where New conversation starts a new test. See What the Web Widget preview shows.
The toolbar is gone
The toolbar may be folded in. Click Show tools, under the pluscloud badge, to open it again. During a presentation the toolbar is hidden; press Esc to stop the presentation.
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.
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