Incorrectly applying URL protocol
Assuming your entire Proactive Chat Campaign is properly configured and you have Glad App embedded on the website, the most common cause of the issue is the URL Trigger containing the URL protocol, such as www. or https://. Make sure to exclude the URL protocol when setting up URL Triggers.
Use of custom button for Glad App widget
Another common reason is the use of custom buttons for the Glad App widget for additional styling which is not immediately compatible with Proactive Chat. In this case, Proactive Chat can still be used by utilizing the campaign:triggered Glad App event together with the Gladly.applyCampaign('<campaign-id>') API. Additional information about this can be found here.
Attempting to trigger the Campaign from a Shopify /thank our /cart page
If you’re using Shopify, they don’t allow Proactive Chat Campaigns from triggering within /thank you or /cart web pages. You can, however, expose Glad App on these pages to create a pathway to your Support team.