DIRECT ANSWER
Find the first broken link in the attribution path.
Troubleshoot missing or incorrect Wix UTM attribution.
Action missing entirely
Confirm the native Wix action succeeded, the app is installed on the right site and the event type is supported.
Why isn’t my Smart Chat conversation appearing in Customer Actions?
Opening Smart Chat or sending anonymous messages is not enough. S-Chat requires an actually submitted qualifying contact form, a confirmed Wix Contact relationship, an eligible event and sufficient marketing context. See the Smart Chat guide.
Action shows Direct or untagged
The action exists, but usable campaign context was absent or unmatched. This differs from an absent action, where no qualifying Customer Action was registered.
Campaign, keyword or creative missing
Check that the key exists after the ad-platform click. Blank dynamic macros and unsupported campaign fields remain blank.
Unexpected source or duplicate UTMs
Remove competing automatic/manual tagging and keep one value for each UTM key.
Booking or Order has no Contact
The action can exist while identity correlation is unavailable or incomplete.
Consent denied
Advertising-context capture requires the relevant consent. Do not bypass the visitor’s choice.
Expired browser context
Repeat the controlled journey in one browser without switching device or clearing state.
Third-party action
Embedded or external forms, booking tools, chat widgets and commerce apps are not automatically supported.
SMART CHAT CHECKLIST
Check the qualifying-form path.
- 01
Is Wix Smart Chat enabled?
- 02
Is the Smart Chat contact form configured to appear?
- 03
Did the visitor actually submit the form?
- 04
Was the submission associated with a Wix Contact?
- 05
Was an eligible qualifying event registered?
- 06
Was sufficient marketing context available?
- 07
Do Dashboard filters hide S-Chat actions?
NEXT ACTION
Continue with the next relevant Help task.
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