How to Resolve Visibility Issues for Callouts

If you're encountering visibility issues with Callouts within your application, this blog post is designed to help you understand and resolve these problems effectively.

If your Callout isn't visible, enter Edit Mode and examine:

• If the Callout is on-site and editable, there may be a visibility problem for you or your users; proceed to the chapter “Check the Visibility Limit” .
• If the Callout is in "Callout Hub" within "Missed Hotspots," it may not be linked to its original element; proceed to "Check the Callout’s Anchor".

Check the Visibility Limit

The system may be set to display Callouts to a user only a specific number of times. If you're not seeing a Callout as expected, it's likely you have set or reached some sort of limits.

Step 1: Check if you reached the “Information appearance maximum”

To verify if you've hit the display limit for Information, go to the Dashboard. There, you'll find all the application's Callouts listed. If a Callout has been viewed, it shows a checked check box next to it (Image 1-1). Manually uncheck this to reset its status to unread for you.

When an "Information Appearance" maximum or other limit is reached, a crossed eye appears to the right of the callout (Figure 1-2).

Step 2: Check in Edit Mode

For Authors, the visibility limit does not apply in Edit mode. If you want to view the callout without restrictions, switch to Edit mode, where the callout is fully visible for further actions. Review the following settings:

• Information Appearance – Have you visited the location of the Callout for the amount defined there?
• Goals & Task: Are Goals defined? Do these Goals settings block the visibility for your user (Audience, Publishing dates, Focus Mode, Step-by-Step settings)
• Audience: Is an Audience defined? Check if you are a member of the Audience

Check the Callout’s Anchor

If your Callout is in the "Missed Hotspots" section of the "Callout Hub," it likely cannot connect to its original element, indicating the element is no longer visible or identifiable by GRAVITY (Image 3).

When you find your Callout listed under the "Missed Hotspots" section within the "Callout Hub," it signals a specific issue—namely, the Callout is unable to anchor itself to the element it was originally designated for. This scenario typically arises for one of two reasons:

• Firstly, the original element might no longer be visible within the site due to changes or updates that have been made, rendering the Callout's designated anchor point obsolete.
• Secondly, GRAVITY might be encountering difficulties in precisely identifying the element. This is a common challenge in dynamic web environments where elements can change properties or positions, making it hard for automated systems to consistently track them.

Step1: Reassign the Hotspot

To address this, you'll need to manually reestablish the connection between the Callout and an appropriate element on the site. By right-clicking on the red Hotspot listed, you can “Cut and then Paste” it onto a new, visible target element.  

This requires selecting an element closely related to the original intent of the Callout, ensuring that the information or guidance it provides remains contextually relevant to users.

After following the steps above, your Callout should be visible again according to your preferences. These instructions are designed to help you troubleshoot common visibility issues with Callouts, enhancing your application’s user experience.

We hope this guide assists you in resolving any Callout visibility issues effectively. Otherwise just contact us via the Service Desk.

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