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EliseAI Website Widget - Troubleshooting

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The EliseAI website widget is available only for communities that have launched on EliseAI. Communities still in onboarding cannot not display the widget. Contact your CSM for details on your community's launch timeline.

If you have not set up your EliseAI website widget, see EliseAI Website Widget Setup for instructions. 

This article outlines troubleshooting steps for various website widget issues. Please Submit a ticket if you are still having issues after troubleshooting. 

  1. The widget does not display on my property website, even after the community launched and I installed the widget code.
  2. The widget displays the wrong community name.
  3. The widget displays an incorrect or unexpected phone number.
  4. The widget displays incorrect leasing office hours.
  5. The widget displays unavailable tour types or time slots.
  6. The widget is creating double-booked tour slots.

 

1. The widget does not display on my property website, even after the community launched and I installed the widget code.

  1. Go to Settings > Website Widget in your AI Portal, then select the relevant community from the page's left sidebar.
  2. Double-check that the Chat with us - AI Chat feature is enabled in the Features section. The widget does not load without this feature enabled. 01 Features.png
  3. If the issue persists, scroll to the bottom right of the widget page and review the widget code. Ensure the code's Organization and Building IDs match those in the code installed on your website. If they do not match, update your website's HTML, then refresh the page to display the widget. 02 Code.png
  4. If the issue still persists, go to Settings > Building and check the community's website column. Double-check that the saved website address matches the exact URL of your main page. This ensures accurate widget mapping. 03 Website Settings.png

    1. If your website serves only one community:
      • Add the website's main URL. For instance, www.communitysite.com.
      • The widget will display on the site's main page as well as any child page, such as www.communitysite.com/gallery.
    2. If your website serves multiple communities:
      • Add the URL of the specific child page where the community's content begins.
      • For instance, if your main site is www.communitysite.com and it serves multiple communities, add the url for the community's child page: for instance, www.communitysite.com/building1.
      • This ensures that your widget displays on the correct page.
      • Subsequent pages, such as www.communitysite.com/building1/apply, will also display the widget.
  5. If the issue still persists, check your website for conflicting widgets. Other CRM or leasing widgets may interfere with the EliseAI website widget. To prevent conflicts, we recommend disabling other CRM/leasing widgets when launching EliseAI.

 

2. The widget displays the wrong community name. 

  1. Go to Settings > Website Widget in your AI Portal, then select the relevant community from the page's left sidebar.
  2. Scroll to the bottom right of the widget page and review the widget code. Ensure the code's Organization and Building IDs match those in the code installed on your website. If they do not match, update your website's HTML, then refresh the page to display the widget. 02 Code.png
  3. If the issue persists, go to Settings > Building and check the community's website column. Double-check that the saved website address matches the exact URL of your main page. This ensures accurate widget mapping.
    1. If your website serves only one community:
      • Add the website's main URL. For instance, www.communitysite.com.
      • The widget will display on the site's main page as well as any child page, such as www.communitysite.com/gallery.
    2. If your website serves multiple communities:
      • Add the URL of the specific child page where the community's content begins.
      • For instance, if your main site is www.communitysite.com and it serves multiple communities, add the url for the community's child page: for instance, www.communitysite.com/building1.
      • This ensures that your widget displays on the correct page.
      • Subsequent pages, such as www.communitysite.com/building1/apply, will also display the widget.

 

3. The widget displays an incorrect or unexpected phone number. 

EliseAI uses the following hierarchy to determine which phone number displays on your widget:

  1. Lead Source Matching: If a prospect visits from a detected lead source, we display the number mapped from your phone directory.
  2. Webchat Override: If no lead source is detected but a webchat phone number override exists in the EliseAI backend, that number is used.
  3. Building Source Default: If no lead source or override is available, Elise uses the phone number mapped to the building source where source = property website (or similar variations).
  4. Leasing Office Default: If no numbers are available in the previous steps, Elise defaults to the leasing office number saved in Settings > Building > Leasing Office Phone Number.

Note: Updates to the leasing office number may take time to reflect on the widget. If the change does not appear by the next day, Submit a Ticket for assistance. 

 

4. The widget displays incorrect leasing office hours.

Your leasing office hours may sync from your external PMS or CRM. In this case, you may need to update the hours in your PMS or CRM.

Follow the steps below if you have set your leasing office hours in the AI Portal: 

  1. Go to Settings > Calendar and Tours in your AI Portal, then select the relevant community from the page's left sidebar.
  2. Click the Leasing Office Hours tab.
  3. Use the page to set your leasing office hours. The website widget syncs its displayed hours from this page. 03 Leasing Office Hours.png
  4. Click Save at the bottom of the page.

 

5. The widget displays unavailable tour types or time slots. 

Your tour appointment hours hours may sync from your external PMS or CRM. In this case, you may need to update the hours in your PMS or CRM.

Follow the steps below if you have set your tour appointment hours hours in the AI Portal: 

  1. Go to Settings > Calendar and Tours in your AI Portal, then select the relevant community from the page's left sidebar.
  2. Click the Tour Settings tab, and scroll down to Tour-Specific Settings.
  3. Make sure the tour types you wish to offer are toggled ON. 04 Tour Specific.png
  4. Click on each tour type to customize its settings and appointment hours.
  5. Click Save at the bottom of the page. 

 

6. The widget is creating double-booked tour slots.

Double-Booked tour slots may occur if your community's website lists a second means of booking a tour or getting in touch in addition to the EliseAI website widget. For instance, your website may include a Schedule a Tour link that directs prospects to a separate tour calendar. 

If your community's website fits this description, please follow these steps to avoid the issue:

  • Change your website's Schedule a Tour button to open the EliseAI scheduler:
    • <button onclick="window.eliseAi.onOpenSST()">Schedule A Tour</button>
  • Change your website's Contact Us button to open the EliseAI contact form:
    • <button onclick="window.eliseAi.onOpenEmailUsWindow()">Contact Us</button>

These updates funnel all tour bookings and inquiries to EliseAI, which can help you avoid double-booked tour slots. 

 

 

 

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