Troubleshoot a capture that does not appear or register customers

Use this guide when a capture playbook is not available in the product, does not load for a customer, does not register submitted information, or does not start the configured action after capture.

All capture playbooks are under Playbooks > Explore playbooks, in the Captures group. They include different experiences: Website Popup, Website Form, Webchat Widget, QR codes, shareable links, checkout opt-in, and AI interactions such as Subscriber Booster and Property Collector.

Identify where it stopped

Before changing the configuration, reproduce the problem and place it in one of these stages:

This separation keeps you from reinstalling a capture when the problem is a pending verification or a later action.

If the playbook is not available

1. Open Playbooks and click Explore playbooks.
2. Find the Captures group.
3. Confirm that the playbook is available for your business and plan.
4. If it is shown as On request, disabled, or not yet available, check with your Hellotext team before preparing the installation.

After configuring it, confirm that it was saved and enabled. Popups and forms published on a website must also complete their installation or publishing step.

If a popup or Webchat does not appear

Check these points in order:

1. Confirm that the playbook is enabled and its latest version was saved.
2. Confirm that the supported integration, plugin, or Hellotext.js loads on the live page.
3. For a manual installation, compare the code running on the website with the current code generated by Hellotext.
4. Check the exact domain and URL where it should appear.
5. Confirm that the configuration includes the device you are testing.
6. Check whether the experience opens automatically, after a delay, or only when someone clicks a launcher, bubble, or teaser.
7. Test in a private browser window and on a real phone to separate previous session state from an installation problem.
8. Check whether website styles, consent banners, or other elements are hiding the capture.

For a Subscriber Booster teaser, both Webchat Widget and Subscriber Booster must be enabled. Webchat provides the visible entry point, while the other playbook handles the AI subscription invitation.

If a form does not load

First, test the hosted link for the same form.

• If the hosted link works, inspect the installation, container, and website styles or scripts where the form is embedded.
• If the hosted link also fails, inspect the form configuration, required fields, and status in Hellotext.

For an embedded form, confirm that the current snippet is present and that the eCommerce integration or Hellotext.js loads successfully. A developer can also observe forms:collected to confirm that the library found the form definitions and form:completed to confirm that the process finished, including any required verification.

If a QR code or link does not register the subscription

Scan or open the final version from a phone and confirm that it uses the expected number, channel, message, and capture reference.

Opening the QR code or link does not complete the subscription. The customer must send the prefilled message through SMS or WhatsApp. Hellotext records the capture and updates the customer profile after receiving that message.

If the message does not leave the phone or reach Hellotext, inspect the channel and number before changing the capture.

If checkout opt-in does not register the customer

Confirm that:

• the eCommerce integration is connected and syncing orders and customer profiles;
• the consent option is visible in the published checkout;
• the customer selected the relevant option; and
• you are checking consent for the correct channel on the customer profile.

Creating a profile from a purchase does not mean that the customer accepted marketing messages. Subscription status depends on the consent they provided at checkout.

If data is missing from the customer profile

1. Repeat the test with a phone number or email that you can safely inspect.
2. Complete every required field.
3. If Hellotext sends verification to a new phone number or email, complete it. The process is not finished while that verification is pending.
4. Search for the customer profile using every identifier submitted. Hellotext may update an existing profile or merge matching profiles instead of creating a new one.
5. Check that custom properties used by the capture still exist and match the configured fields.
6. Confirm that consent was requested for the channel you are checking.

The same browser can remember a completed capture. Use a private window when you need to repeat the experience from the beginning.

If the next action failed

A completed capture and a later action are separate stages.

• If the customer profile was updated but a coupon or message was not delivered, review Why a message did not send.
• If a journey should have started, confirm that the journey is enabled and inspect its activity.
• If a Webchat conversation should have opened, confirm that the message reaches Inbox and inspect its assignment.
• If Subscriber Booster did not participate, confirm that the conversation started through Webchat or was initiated by the customer on WhatsApp, and that the playbook is enabled.

Do not use message delivery as the only test of whether capture failed. First confirm whether the profile and consent were updated.

What to include when asking for help

Include:

• business and capture name;
• capture type;
• URL, domain, or placement tested;
• device and browser;
• approximate date and time with time zone;
• exact stage where it stopped;
• customer profile identifier used for the test;
• a screenshot or short recording; and
• visible console errors or failed network requests, if you have technical access.

Do not include verification codes, tokens, passwords, or real payment information.

Related guides

• Capture tools overview
• Website Popup
• Website Form
• Webchat Widget playbook
• Subscriber Booster playbook
• Who you can message
• Verify your data and signals after setup