Troubleshooting

The chatbot does not appear on my website

Go through these checks in order:

1. 01

   Check your plan

   Embedding requires a paid plan. During the trial the chatbot only runs in the dashboard preview.

2. 02

   Check that it is active

   Under Account › Settings, the chatbot must be set to Active.

3. 03

   Check the domain

   The domain under Setup › Website Embed must match the address in the browser exactly, with or without www.

4. 04

   Check the script

   Copy the embed code again and make sure your site builder did not remove it. Use a custom code or HTML block.

5. 05

   Rule out the cache

   Publish your website and open it in a private browser window.

Answers are wrong or incomplete

• Find the conversation under Overview › Conversations and look at what the visitor asked.
• Check whether the answer is in the knowledge base at all. If not, add a FAQ or import the page.
• Remove outdated or contradicting content.
• If the facts are right but the style is off, adjust the system prompt.

The chatbot uses the wrong language

The chatbot follows the lang attribute of your page's <html> tag. Make sure each language version of your site sets it, for example <html lang="fr">, and that greeting and quick starters exist for that language under Setup › Design & Tone.

A file does not upload

Only PDF, DOCX and TXT files up to 10 MB are supported, with at most 20 files per upload. Check your remaining storage under Account › Billing. Scanned PDFs need selectable text.

Website pages are missing

Only public pages linked from your starting URL are found. Pages behind a login or blocked for crawlers cannot be imported, so add that content as a file or FAQ. Also check your monthly import allowance under Account › Billing.

Changes don't show up

Save the form, then reopen the dashboard preview. On your website, reload the page in a private window. An ongoing chat keeps its conversation; start a new one with the reset button in the chat header.