This article explains how to use the two Web SDK status check tools:
- Installation Status Check: confirms whether the SDK is correctly loaded on your website
- Event Tracking Status Check: confirms whether the system is receiving behavior events from your website
Each tool covers a different layer. If a feature is not working as expected, we recommend checking them in order.
clIdentity event to window.dataLayer after login, registration, or another identity-confirmed flow.Confirm whether the Web SDK is correctly installed on your website. You can use this tool to verify after completing SDK installation, and you can return at any time to troubleshoot if a feature is not working later.
- Go to Admin Center > Channel Settings > Web Channel
- Click the "Install" tab
- In the "Connected Domains" list, find the domain you want to check and click the magnifying glass icon on the right
- The system will start running the check, which takes about 10–60 seconds
- When the check is complete, an "Installation Verification Result" window will pop up
Check Results
| Status | Meaning | Action needed? |
|---|---|---|
| ✅ Pass | Configured correctly | No |
| ❌ Fail | There is an error and the feature cannot work properly | Needs immediate action |
| ⚠️ Warning | The SDK core is working, but there is a minor error in the background | Recommended to have an engineer investigate |
| ℹ️ Info | A feature is currently turned off; not an error | No |
| ⏭️ Skipped | A fatal error occurred earlier, so this item was not run | Fix the earlier failure, then re-run the check |
When all items pass (no "Fail"), a green check mark appears at the top of the window, indicating that SDK installation verification is complete.
What a 【❌ Fail】 Means
A failure means there is a fundamental problem with the SDK installation, and chat or tracking features may be completely non-functional. Please take a screenshot of the result and contact the Crescendo Lab Customer Success team:
The following is an example screenshot
What a 【⚠️ Warning】 Means
A warning means the SDK core is installed correctly and the chat widget can usually display normally, but some tracking events may be missed, or there may be a minor conflict between the web page scripts and the SDK.
It does not require immediate action, but we recommend taking a screenshot of the result and having your internal engineering team investigate to ensure tracking data is complete.
What an 【ℹ️ Info】 Notice Means
An info notice is not an error; it simply tells you that a feature is currently turned off:
- Web Chat is off: the chat widget will not display on the web page
- Web Tracking is off: web behavior events will not be recorded
- Smart Redirect Tool is off: the SRT feature is not enabled
- Chat button not showing: it may be intentionally hidden or invoked in a specific way; not an error
If you expect to use any of these features, go to Admin Center to confirm whether they are enabled.
Tool 2: Event Tracking Status Check
A correct SDK installation does not necessarily mean event tracking is working. This tool is used to confirm whether the system is receiving behavior events from your website. You can use it after installation is complete, or to troubleshoot when tracking-related features are not working.
How to Run the Check
- Go to Admin Center > Channel Settings > Website
- Click the "General Settings" tab
- Find the corresponding domain and click Check website tracking events
- The system will query whether any events were received in the past 1 hour and display the results
Which Events the System Checks
| Event | Trigger Timing |
|---|---|
page_view |
User enters any page |
add_to_cart |
User adds an item to the cart |
purchase |
User completes checkout and payment |
Each event shows "Received" or "Not received". If received, the system also displays the time it was last received.
What to Do When It Shows "Not received"
Please troubleshoot the common causes below one by one:
| Possible Cause | Recommended Action |
|---|---|
| There was no corresponding user activity on the website in the past 1 hour | Perform the action on the website yourself (e.g. add an item to the cart), wait 1–2 minutes, then re-run the check |
| The event tracking code is not implemented | Ask an engineer to confirm whether the event tracking code is implemented on the corresponding page or action point |
| GTM is misconfigured or not published | Ask an engineer to confirm whether the trigger conditions are correct and that the GTM container is published |
| The tracking feature is turned off in the backend | Go to Admin Center to confirm whether the channel's "Tracking" feature is enabled |
Why Event Tracking Matters
If the system stops receiving events for a long time, the following features will not work properly:
-
Cart abandonment messaging and browse-without-purchase messaging: without
add_to_cartorpage_view, the system cannot determine user behavior, and automated messages cannot be triggered -
Revenue tracking and message performance analysis: without
purchase, the system cannot calculate conversion rate and ROAS, and message performance cannot be evaluated - Behavioral segmentation: you cannot build segment tags based on user behavior (e.g. added a certain item to the cart, recently completed a purchase), which affects precise retargeting
If the issue is still not resolved after troubleshooting, please contact the Crescendo Lab Customer Success team and provide a screenshot of the event check results.
To further troubleshoot WebSDK Identify, we recommend also providing: whether the frontend pushes a clIdentity event to window.dataLayer after login or registration, Console / Network screenshots, and whether customerId or email has been configured according to the technical specification.
If you have any questions during installation or troubleshooting, please contact the Crescendo Lab Customer Success team and attach a screenshot of the check results to speed up troubleshooting.