Troubleshooting

The chat doesn’t show on my site

Check these in order:

1. Your workspace has a plan. The chat only shows once you’ve picked one under Billing. If you see “Your widget is offline” in the console, this is why.
2. You haven’t hit your message limit. When you reach it, the chat is paused until your next billing period or an upgrade. Billing shows “Message limit reached.”
3. Your last payment went through. A failed payment takes the chat offline. Billing shows “Payment didn’t go through.”
4. The snippet is on the page. Make sure it’s in the part of your site shared by every page, just before </body>, and that you published or deployed the change.
5. Reload without the cache. Some site builders and caches serve the old page for a while. Try a private window.

The agent gave a wrong or vague answer

Your agent answers from your help content, so the fix is almost always there.

1. Ask the same question in the Playground and look at Sources used to see what it answered from.
2. If the right content isn’t there, add it under Knowledge, or answer the question from the Gaps tab.
3. If your website changed recently, choose Sync now on it so the agent has the latest version.

A website source says “Something went wrong”

We couldn’t read the site. Check the address is right and the pages are public (not behind a login), then choose Sync now on it in Knowledge. If only some pages failed, the source shows Ready with issues and the rest still works.

The agent answers when my team should

If you’ve set working hours, check the time zone and the days ticked. Unticked days are covered by the agent all day.

I can’t reply to a customer who left

You need a support email under Settings → General, and the customer needs to have given their email. See When customers leave.

A teammate can’t see Knowledge or Settings

They’re a Member. Members can answer customers but can’t change help content or settings. The owner or an admin can change this on the Team page.

Still stuck?

Use the chat in the bottom-right corner of this page, or reach us from unclench.ai/support .