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Troubleshooting

Common issues and how to fix them. For each problem, start with the first suggested fix — it's the most likely cause.

Widget not appearing on my website

  1. Check the dashboard — Open your dashboard URL directly. If it doesn't load, the server may be down — contact your account manager.
  2. Verify data-bot-id — The bot ID in your embed code must match your actual bot slug. Check in Dashboard → Embed.
  3. Verify data-backend-url — Must include the scheme (https://) and the correct domain.
  4. Check browser console — Open DevTools (F12) → Console for JavaScript errors.

Widget appears but bot doesn't answer

  1. Check the LLM health indicator — If it's red, OpenRouter is disconnected. Go to Settings → AI Engine and reconnect.
  2. Verify a model is selected — An AI model must be chosen in the dropdown.
  3. Check the knowledge base — If empty, the bot may answer generically or not at all. Add content in Knowledge Base.

Chat history not persisting across page loads

  1. LocalStorage must be enabled — The widget stores session data in the browser's localStorage. Private/incognito mode may block this.
  2. Bot ID must be consistent — If the data-bot-id differs across pages, the widget treats them as separate bots with separate histories.

Custom domain not working

  1. Wait for DNS propagation — Changes can take 5–30 minutes.
  2. Verify the A record — Check your DNS provider's control panel to confirm the A record points to your server's IP.
  3. Try renewing SSL — Go to Settings → Custom Domain → Renew SSL.
  4. Cloudflare users — Ensure SSL mode is set to Full (Strict).
  5. Contact your account manager if the issue persists after DNS has propagated.

Settings not saving

  1. Check the DB health indicator — It should be green at the top of the page.
  2. Refresh the page — Settings are cached; a refresh forces a re-read.
  3. Contact your account manager if the DB indicator is red.

Dashboard loads but shows no data

  1. Check the health indicators — If DB or VEC is red, a backend service may need attention.
  2. Refresh the page — Data may not have loaded on first visit.
  3. Contact your account manager if indicators remain red.

Integration test fails

  1. Verify credentials — API keys, SMTP passwords, webhook URLs must be current.
  2. Check Activity Logs — Filter by the Integrations module for detailed error messages.
  3. Test the external service — Confirm the webhook endpoint, SMTP server, or API is accessible.

Bot answers generically (ignores knowledge base)

  1. Check Sync Jobs — Files/URLs may still be processing. Wait for Completed status.
  2. Refresh the knowledge base — Go to Knowledge Base and click Refresh.
  3. Review the system prompt — Conflicting instructions in Settings → Model Behavior can override knowledge base retrieval.
  4. Add FAQs — For critical questions, add an FAQ with the exact answer. FAQs take priority.

WhatsApp messages not arriving

  1. Check WhatsApp service status — Go to Settings → WhatsApp and verify the service is Running.
  2. Check the API health check — The status indicator should show green.
  3. Verify the QR code session — If disconnected, re-scan the QR code.
  4. Contact your account manager if the service won't start.

Performance is slow

  1. Switch to a faster AI model — Gemini Flash or Claude Haiku for lower latency. See AI Models.
  2. Reduce max tokens — Lower the response length limit in Settings → Model Behavior.
  3. Lean knowledge base — Remove outdated documents to speed up search.
  4. Add FAQs — Common questions answered by FAQs skip the AI model entirely.
  5. Contact your account manager if slowness persists — the server may need a resource upgrade.

Still stuck?

  • Check Activity Logs in the dashboard for error messages.
  • Contact your account manager with a description of the problem and any error messages you see.