The EliseChat website widget will only appear for properties that are live on EliseAI. Properties still in onboarding will not display the widget, even if the snippet is added. For details on your property's launch timeline, contact your Elise Customer Success Manager.
If you not yet set-up your EliseChat website widget, see our article "EliseChat Website Widget - Setup and Customization" for guidance.
The property is launched and live on Elise, you have installed the widget code on your website's main page, but the widget is not displaying:
- Go to Elise > Settings > Website Widget > and choose the property you are troubleshooting the widget for.
- Under “Features” make sure that the tabs are toggled ON for the features and device types that you wish to display on the widget. Without these turned on, the widget will not load on your website.
- If the issue persists, scroll to the bottom of the widget customization page and review the widget code. Ensure the Organization and Building IDs match those in the code installed on your website. If they do not match, update the HTML on your site, then refresh the page to display the widget.
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If the widget still does not display, go to Elise > Settings > Building > Website and ensure the saved website address matches the exact URL of your main page. This ensures accurate widget mapping.
Examples:- If your website is for one specific property - add the main URL for the site, such as http://www.mycommunitywebsite.com, not something like http://www.mycommunitywebsite.com/examplepage_123/#linking.
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If your website covers multiple properties - Do not use the main website URL, as the widget will not recognize the specific property. Instead, enter the URL of the property's first page (e.g., http://www.mycommunitywebsite.com/building1 instead of http://www.mycommunitywebsite.com).
- If the issue persists, check for conflicting widgets on your website. Other CRM or leasing widgets may interfere with Elise website widgets. To prevent conflicts, it is recommended to disable other CRM/leasing widgets when launching Elise.
The widget is displaying the name of a different property:
- Go to Elise > Settings > Website Widget > and choose the property you are troubleshooting the widget for.
- Scroll to the bottom of the widget customization page and review the widget code. Ensure the Organization and Building IDs match those in the code installed on your website. If they do not match, update the HTML on your site, then refresh the page to see the widget property name change. The incorrect code can point the widget to the wrong property.
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If the widget still does not display the correct property name, go to Elise > Settings > Building > Website and ensure the saved website address matches the exact URL of your main page, and not for another website. This ensures accurate widget mapping.
Examples:- If your website is for one specific property - add the main URL for the site, such as http://www.mycommunitywebsite.com, not something like http://www.mycommunitywebsite.com/examplepage_123/#linking.
- If your website covers multiple properties - Do not use the main website URL, as the widget will not recognize the specific property. Instead, enter the URL of the property's first page (e.g., http://www.mycommunitywebsite.com/building1 instead of http://www.mycommunitywebsite.com).
The widget is displaying a different phone number than the one you expect:
Elise determines which phone number to display on the widget based on the following hierarchy:
- Lead Source Matching: If a prospect visits from a detected lead source, Elise checks your phone number directory for a mapped number and displays it.
- Webchat Override: If no lead source is detected but a webchat phone number override exists in the EliseAI backend, that number is used.
- 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).
- Leasing Office Default: If no numbers are available in the previous steps, Elise defaults to the leasing office number saved in Elise > 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, contact EliseAI Support at support@meetelise.com for assistance.
The widget is displaying incorrect leasing office hours:
- Navigate to Elise > Settings > Calendar and Tours > search for the property and click on its name
- Go to “Leasing Office Hours”, and toggle on the days your leasing office is open, and choose the times the office opens and closes.
- Click Save
- NOTE: If your leasing office hours are synced from RentCafe, you will need to adjust/change these hours in RentCafe for them to display correctly in EliseAI.
The widget is not displaying the correct tour types you expected to see, or is not displaying the correct available touring times in the Book a tour tab:
- Navigate to Elise > Settings > Calendar and Tours > Search for the property and click on its name.
- Go to “Tour Settings”, and scroll down to “Tour Specific Settings”.
- Make sure the tour types you wish to offer are toggled ON.
- Click on each tour type to expand the options for each. Here, you can make several customizations for your tour settings.
- Under “Appointment Hours”, make sure the days you want tours to occur are selected in blue (grey being inactive days).
- Update the times for available tours as required.
- Click Save
- NOTE: If your appointment hours are synced from RentCafe, you will need to adjust/change these hours in RentCafe for them to display correctly in EliseAI.
If you have attempted the troubleshooting steps for the issue you are experiencing with the EliseChat website widget and they are not working, please submit a support request at https://support.meetelise.com/hc/en-us/requests/new, or by emailing support@meetelise.com.