Common Set Up Issues

RightMessage has a built-in tracking script checker that will attempt to verify that the script is included correctly on your website. Sometimes that checker shows an error – but it’s almost always never an issue. Here’s what you need to know.

Problem 1: “Snippet Not Detected”

If you’re seeing a “Snippet Not Detected” notice, this simply means that our servers aren’t able to verify that your tracking pixel is loaded onto the webpage we’re checking.

First off, ensure that your script is added to your website.

Once you’ve done that, verify that the page you’re trying to load in RightMessage starts with https://... and is secure. Browser security settings require that our backend dashboard, which is secure, can only “communicate” with other secure websites.

Make sure that any caching plugins or scripts are either disabled or refreshed. Here’s a handy guide on how to have technical details output to your browser’s console – this only happens if the script is actually loaded and running, so it’s a great way to verify that, yes, RightMessage IS loading as intended.

Problem 2: Compatibility Mode, “X-Frame-Options” and “Content-Security-Policy”

There are certain websites that we can’t load perfectly into our personalization editor because of settings/headers on those sites’ servers. Those headers are called “X-Frame-Options” and “Content-Security-Policy”.

When this happens, the website will load in our editor in “Compatibility Mode” instead.

Issue 2

This is usually still very usable, there are just a couple of limitations:

  1. Sometimes fonts and images won’t show up in our editor exactly how they are on your real website
  2. You can’t use ‘Navigate Mode’ to click between pages of your site in the editor – you have to type/paste the new URL instead to browse to a different page of your site

Clicking and personalizing parts of your site should still work fine in Compatibility Mode.

However, there are a very small number of sites that won’t show up in our editor at all if their X-Frame-Options or Content-Security-Policy haven’t been adjusted.

In those cases, you have two options:

  1. Update (or ask your developer to update) your site’s X-Frame-Options and/or Content-Security-Policy header, by following the instructions given in the RightMessage editor
  2. Download the “RightMessage Helper” Google Chrome extension on the computer where you’re trying to use the RightMessage editor – email us if you’d like this
Do you use Ruby on Rails?

If the website you are using has been built on the ‘Rails’ framework, the X-Frame-Options HTTP header value has been set by default as SAMEORIGIN as of Rails 4.

For more information on how to make the necessary adjustments, please read the article here.

Content-Security-Policy spec (W3C Recommendation)

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RightMessage creates a two-way link between your website and your ESP/CRM of choice.