Here are some of the common issues when one or more of your products misses its text or a part of it - and how to fix it.
It is a good idea to start by checking your Publication Stats. Here you can see the last time there was generated a text to your website. You can even look up the specific product missing text.
Remember! If there are a lot of products it can take some time for the software to send all the texts to your website.
Below you see the most typical reasons for the lack of texts on your website.
- You did not activate the webhook in your CMS
- You did not (re)publish the template
- There is an error in your data
- There is an error in your template (condition or data variables)
Let us take a look at how you do troubleshooting in the case where there is no text on the website.
If you want a quick way to know which of the above is the problem then go to your template and look up the specific product that has no text.
- If the right text appears in the software when choosing the product then the issue will probably be 1 or 2.
- If there is no text in the software when choosing the product then you can be sure that the issue is 3 or 4.
Did you activate the webhook?
Sometimes it is easy to forget that you have to activate the webhook in your CMS before the software sends texts to your website.
A webhook will in most cases be: a product have been created or a product have been updated.
Please check if this step has been made.
✅ You have activated the webhook - then go to the next step.
❌ You did not activate the webhook - then try to do so and come back if it does not help.
Did you (re)publish your template?
It is a very common error that you forgot to (re)publish your template after saving your template and before activating the webhook. If you have not published the template the software will not know what text to send to your CMS.
Please check if you have (re)published your template. If there is an orange exclamation mark next to "Status" in the publications stats then there are changes in the template that have not been republished.
If there is a green check mark next to "Status" then the template has been republished with the latest changes.
Not sure how to (re)publish a template? Take a look at "How do I publish my template?".
✅ You have (re)published the template - then go to the next step.
❌ You have not (re)published the template - then try to do so and come back if it does not help.
Have you checked if there is an error in the data?
The software is directly connected to the data from your CMS. If there is missing data on a product in your CMS then the software does not have the right information and will not be able to produce a text.
How do you check in the software if there is missing data?
Go to the template and use "Browse data" to look up the specific product that has no text.
On the right side of the box, you can see all the data on the product.
A quick scan will probably help you identify if there is missing any data. Look for the data variables you have used in the text and in the conditions. It will most likely be here if there is a problem.
Do you have trouble spotting if there is missing any data? Then go to the next step. It will help you identify any errors in the template. And in some cases, the error is a lack of data.
✅ All the data is as it should be - then go to the next step.
❌ There is missing data - then try to update the data and come back if it does not help.
Have you checked if there is an error in the template?
If there is an error in the template it will most typically be because
- There is an error in one or more conditions
- There is an error with one or more data variables in the text
As stated before, an error in a condition or a data variable can be because of missing data but it can also be because of a typing error or something similar.
If there are only parts of the text that are missing then it will be easy to dive down into the part of the template where the text should be. Or else you will have to go through your different scenarios and check them from the top down.
⚠️ Remember to use "Browse data" to look up the specific product where you are experiencing an error. Or else it will be impossible to make sure you are identifying the correct errors.
How do I see if there is an error with a condition?
A correct condition looks like this:
A condition with an error looks like this:
When the condition looks like this it means that the condition is not true for this specific product. If it should be true for this product it is probably because of a spelling error. Conditions are case and spelling sensitive. It must be exactly as is it written in the data.
A condition with an error can also look like this:
When a condition looks like this is because the condition is based on a data variable that is not available for this product.
How to fix an error in a condition
Click on the condition. You will now see a box with the setup for this condition.
If there is a spelling error you can see it in the place marked with green. Here you can make the necessary changes and click on "Save". Sometimes it can be a help to copy the text directly from the data to make sure it is spelled correctly.
If there is an error in the data variable it will be clear to see in the place marked with yellow. If the data variable does not exist or the data is not filled out it will show here.
How do I see if there is an error with a data variable in the text?
The most common sign of an error with a data variable in the text is if it is shown like this:
This means that the data variable does not exist for this product. If it is an extra variable you have made yourself you can probably fix it in the extra variables. If it is the data that is missing then it must be fixed in your CMS.
Keep the cursor over the data variable to see what variable it is.
In other cases, if the data variables look like they should in the text but there is no text shown in the preview text on the right side of the panel (and the condition is true!) then there is probably an error with one or more of the data variables in use.
Click through the different data variables in the text and make sure that there is data filled out in each and every one of them. In most cases, it is because there is an error with an extra variable or the data field is empty for this product.
If none of the above helps with your issue contact our support at firstname.lastname@example.org or call us at +45 60 51 48 36