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NINA is Not Appearing on the Surgery Website After Installation

Purpose of Document

This is one of the most frequent NINA support reports. A practice or developer confirms the code has been added, but NINA does not appear on the website. The cause is almost always one of a small number of identifiable issues. This article enables support staff to work through them systematically and resolve quickly without unnecessary back-and-forth.

Background: Where NINA Should Appear

When correctly installed and configured, NINA appears as a chat widget in the bottom-right corner of the surgery's website on every page. The widget displays a chat icon or a small branded button. When clicked or tapped, it opens the NINA chat interface.

If NINA is not visible in the bottom-right corner after the developer has confirmed installation, the widget is either not loading at all or is present but hidden due to a configuration or browser issue.

Most Important First Check: Has QuantumLoop AI Completed NINA Configuration?

Before investigating script placement, always confirm whether NINA configuration has been completed on the QuantumLoop backend.

The script being installed on the website is only half of the process. NINA must also be fully configured with the surgery's content, services, FAQs, and consultation tool settings on the QuantumLoop side. If this has not been completed, the widget may appear to install but will not function or display correctly.

Configuration is typically completed three to four weeks after number porting, during the designated NINA configuration phase.

What to do:

  • Check the surgery's onboarding stage in HubSpot
  • Confirm whether NINA configuration has been signed off as complete
  • If configuration has not been completed, inform the practice and confirm the expected timeline
  • Do not ask the developer to reinstall or troubleshoot the script before configuration is confirmed complete

Common Causes and What to Check

1. The script has not actually been added to the website yet

Practices sometimes report that NINA is not appearing when the developer has not yet actioned the installation request. The practice may have forwarded the code to their developer but the developer has not added it.

What to do:

  • Ask the developer to confirm directly whether the script has been added
  • Ask the developer to view the page source of the surgery's website and search for the NINA script using the widget ID or data-auth-token value
  • If the script is not in the page source, it has not been installed
  • Resend the NINA Website Code Installation Request email and the Developer Direct email to prompt action

2. The script was added to the wrong location

This is the most common installation error. The script must be placed in the global header so it loads on every page. If it was added to a single page, a footer, or a page-specific template, NINA will only appear on that one page or not at all.

Platform-specific correct placement:

Platform Correct Location
Plain HTML Inside the <head> tag of the main HTML file
HubSpot Settings, Website, Pages, Templates, Global Header HTML section
React Inside the <head> section of public/index.html
Next.js Inside the <Head> tag in pages/_document.js or equivalent Document file

What to do:

  • Confirm the website platform
  • Ask the developer to verify the script is in the correct location for that platform
  • For HubSpot specifically, confirm the developer has not added <head> or <body> tags around the script. HubSpot adds these automatically and duplicate tags will break the script.
  • For Next.js specifically, confirm the script is in the <Head> component of the Document file and not inside an individual page or component file

3. The script credentials contain placeholder values instead of real values

The NINA Integration Guide uses placeholder values such as placeholder-widget-id and placeholder-auth-token as examples. If a developer has copied the example script without replacing these with the actual values provided by QuantumLoop AI, the script will not function.

What to do:

  • Ask the developer to share the script they have installed (with credentials redacted if preferred)
  • Confirm that none of the data attributes contain the word "placeholder"
  • If placeholder values are present, the developer needs to use the credentials sent by QuantumLoop AI in the deployment email
  • If the deployment email credentials cannot be located, contact the QuantumLoop team to resend them

4. NINA is disabled in the QuantumLoop configuration

NINA can be disabled by contacting the support team and this may have been done deliberately or accidentally. A disabled NINA will not display even if the script is correctly installed.

What to do:

  • Check the QuantumLoop internal configuration to confirm whether NINA is enabled for that surgery
  • If disabled, re-enable it and ask the practice to test
  • A dashboard feature to allow surgeries to manage this themselves is in development but not yet live

5. The browser cache is showing a pre-NINA version of the website

After a script is installed, browsers that have recently loaded the website may display a cached version without NINA. This is particularly common when the practice team checks the website immediately after installation.

What to do:

  • Ask the practice or developer to test in an incognito or private browser window
  • Ask them to clear their browser cache and reload the page
  • If NINA appears in incognito but not in the regular browser, the cache is the cause and will resolve itself as the cache clears

6. A cookie consent or script blocker is preventing NINA from loading

Many NHS surgery websites use cookie consent banners or content security policies. If the NINA script domain is not included in the site's content security policy, or if the patient has declined non-essential cookies, NINA may be blocked from loading.

What to do:

  • Ask the developer to check whether the website has a content security policy that restricts which external scripts can load
  • Confirm whether the QuantumLoop script domain needs to be added to the website's content security policy whitelist
  • Check whether NINA loads when the cookie consent banner is accepted
  • If a content security policy is blocking the script, the developer will need to add the QuantumLoop script domain to the allowed list

7. The NINA script is conflicting with another script on the website

Some websites have existing scripts or plugins that can conflict with NINA, preventing the widget from initialising. This is more common on older NHS website platforms or sites with multiple third-party plugins.

What to do:

  • Ask the developer to test NINA on a page with minimal other scripts or plugins active
  • Check the browser console for JavaScript errors that appear alongside the NINA script loading
  • If a specific script conflict is identified, the developer may need to adjust the loading order or isolate the conflicting element
  • Escalate to engineering with the browser console output if the conflict cannot be identified

8. The website has a separate mobile version or theme that does not include the global header

Some NHS surgery websites use a different theme or template for mobile visitors. If the NINA script is in the desktop global header but the mobile template does not share the same header, NINA will not appear on mobile.

What to do:

  • Ask the developer to confirm whether the website uses a separate mobile template
  • If so, the NINA script needs to be added to the mobile template's header as well
  • Test on a mobile device in incognito mode after the fix has been applied

Post-Installation Verification Process

Once the developer confirms the script has been installed, follow this verification process before closing the ticket.

  1. Visit the surgery's website in an incognito browser window
  2. Navigate to any page on the site
  3. Confirm the NINA widget icon appears in the bottom-right corner of the page
  4. Click or tap the widget to open the NINA chat interface
  5. Start a conversation to verify the chatbot responds correctly
  6. Navigate to two or three other pages on the site to confirm NINA appears consistently across all pages
  7. Test on a mobile device to confirm the widget is visible and functional on mobile

If NINA passes all five steps, installation is confirmed complete. Send the NINA IS LIVE email to the practice.

Step-by-Step Triage Process

  1. Confirm whether QuantumLoop AI has completed NINA configuration for that surgery.
  2. If configuration is not complete, inform the practice and do not ask the developer to troubleshoot.
  3. If configuration is complete, ask the developer to confirm the script is present in the website page source.
  4. If the script is absent, resend the installation instructions and deployment code.
  5. If the script is present, confirm the correct placement for the website platform.
  6. Check whether the script contains placeholder values instead of real credentials.
  7. Check whether NINA is enabled in the QuantumLoop configuration.
  8. Ask the practice to test in an incognito browser window to rule out a cache issue.
  9. Check whether a cookie consent policy or content security policy may be blocking the script.
  10. If all checks pass and NINA is still not appearing, escalate to engineering.

What to Tell the Practice

Example wording when configuration has not yet been completed:

"The script being installed on your website is one part of the process. We also need to complete the configuration of NINA on our side, which includes setting up your surgery's content, services, and consultation tool settings. This is typically done around three to four weeks after your number porting is completed. We are currently at the configuration stage and will let you know as soon as NINA is ready to go live on your site."

Example wording when the script is not yet in the page source:

"It looks like the code has not yet been added to your website. Could you ask your website developer to add the script to the global header of your site? We have re-sent the installation instructions to help guide them. Once it has been added, please let us know and we will verify that everything is working correctly."

Example wording when the script location is incorrect:

"The code appears to have been added to a specific page rather than the global header of your website. For NINA to appear across your entire site, the script needs to be in the global header or main layout file. We have re-sent the installation instructions with platform-specific guidance for your developer."

Common Mistakes

  • Asking the developer to reinstall the script before confirming whether QuantumLoop configuration is complete
  • Not checking whether the script is actually in the page source before assuming a platform issue
  • Not testing in incognito mode before concluding NINA is not working
  • Not checking whether placeholder values are still present in the installed script
  • Forgetting that mobile templates on some websites are separate from desktop templates and may need the script added independently

Escalation Guidance

Escalate to engineering if:

  • All installation checks pass, NINA is enabled in configuration, and the widget is still not appearing in an incognito browser
  • A content security policy conflict is identified and the QuantumLoop domain needs to be confirmed for whitelisting
  • A JavaScript conflict cannot be resolved by the website developer
  • NINA appears on desktop but not on mobile after the mobile template has been confirmed to include the script

When escalating, always include:

  • Surgery name and ODS code
  • Website platform used
  • Confirmation that the script is present in the page source
  • Whether placeholder values have been replaced with real credentials
  • Whether NINA is confirmed enabled in QuantumLoop configuration
  • Browser console errors if any
  • Whether the issue is desktop only, mobile only, or both

Last Reviewed: May 2026 Owner: Support and Customer Success