---
title: "Why is my Proactive Chat Campaign not appearing on my webpage?"
slug: "proactive-chat-campaign-not-appearing"
description: "Avoid problems with Proactive Chat Campaigns by properly configuring URL Triggers."
updated: 2025-10-02T21:34:31Z
published: 2025-10-02T21:34:31Z
canonical: "help.gladly.com/proactive-chat-campaign-not-appearing"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why is my Proactive Chat Campaign not appearing on my webpage?

## Incorrectly applying URL protocol

Assuming your entire Proactive Chat Campaign is properly [configured](https://help.gladly.com/docs/create-proactive-chat-campaign/) and you have Chat embedded on the website, the most common cause of the issue is the [URL Trigger](https://help.gladly.com/docs/proactive-chat-order-and-triggers-overview) containing the URL protocol, such as www. or https://. Make sure to exclude the URL protocol when setting up URL Triggers.

![Triggers and actions settings for proactive chat greetings in an online store.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/practivechat.png?sv=2026-02-06&spr=https&st=2026-11-13T16%3A38%3A16Z&se=2026-11-13T17%3A38%3A16Z&sr=c&sp=r&sig=cutCV9h%2B%2FEvY%2F%2FVCuAkURK8DWB%2FcuwycIpmoAUySEyY%3D)

## Use of custom button for Chat widget

Another common reason is the use of [custom buttons](https://github.com/gladly/gladapp-examples/tree/master/docs/custom-minimized-button) for the Chat 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` Chat event together with the `Gladly.applyCampaign('<campaign-id>')` API. Additional information about this can be found [here](https://github.com/gladly/gladapp-examples/tree/master/docs/custom-proactive-chat).

## 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 Chat](https://help.gladly.com/docs/add-glad-app-to-shopify-checkout-and-thank-you-page) on these pages to create a pathway to your Support team.