Troubleshooting
Common issues and solutions for widget deployment, agent configuration, and integration problems.
Chat Widget Not Appearing
If the chat widget isn't showing on your website:
Common Causes
- • Script tag placed in wrong location
- • Incorrect agent ID in the code
- • Agent not enabled or published
- • JavaScript errors on the page
- • Content Security Policy blocking the script
Solutions
- 1. Check script placement: Ensure the script tag is placed before the closing </body> tag
- 2. Verify agent ID: Confirm YOUR_AGENT_ID is replaced with your actual agent ID from the console
- 3. Check agent status: Make sure your agent is enabled and published in the console
- 4. Browser console: Check for JavaScript errors in browser developer tools
- 5. Test in incognito: Try loading the page in an incognito/private browser window
Correct script placement:
<script src="https://www.aidesk.us/widget.js" data-agent="YOUR_AGENT_ID"></script>
</body>Agent Not Responding
If your agent isn't responding to messages:
Check These First
- • Message credit limit reached
- • Agent instructions not configured
- • Knowledge base still processing
- • Agent disabled or archived
Troubleshooting Steps
- 1. Check usage: Verify you haven't exceeded your message credit limit
- 2. Test locally: Use the "Test Chat" button in your console to verify agent functionality
- 3. Review instructions: Ensure agent instructions are properly configured and saved
- 4. Knowledge base status: Check that knowledge sources have finished embedding
- 5. Agent settings: Confirm agent is enabled and has proper integration settings
⚠️ Common Mistakes
- • Empty or vague agent instructions
- • No knowledge sources configured
- • Agent created but never saved
- • Wrong agent ID in widget code
Knowledge Base Issues
If your agent can't access uploaded knowledge:
Processing Issues
- • Wait for embedding process to complete (check status in console)
- • Ensure uploaded documents are in supported formats (PDF, TXT, DOCX, MD)
- • Check file size limits (10MB maximum per document)
- • Verify website URLs are accessible and scrapable
Google Docs Integration
- • Check document sharing permissions (must be viewable by anyone with link)
- • Verify Google account authentication in console
- • Ensure document URLs are correct and accessible
- • Re-authenticate if sync has stopped working
🔄 Refresh Knowledge
If content isn't updating, try removing and re-adding the knowledge source, or use the "Refresh" button in the console.
Instagram Integration Problems
If Instagram DMs aren't working:
Account Requirements
- • Must use Instagram Business account (not personal)
- • Account must be connected to Facebook Business Manager
- • Proper permissions granted during connection
- • Account must be active and in good standing
Technical Issues
- • Webhook URLs properly configured
- • No API rate limits exceeded
- • Instagram Business API access approved
- • Recent Instagram policy changes compliance
Testing Steps
- 1. Send a test DM to your business account
- 2. Check if message appears in AI Desk inbox
- 3. Verify agent responds automatically
- 4. Test response appears in Instagram DM
Performance Issues
If your agent is responding slowly or inconsistently:
Response Time Issues
- • Large knowledge base slowing responses
- • Complex agent instructions
- • High traffic periods
- • Multiple concurrent conversations
Optimization Tips
- • Simplify agent instructions
- • Organize knowledge base efficiently
- • Remove irrelevant content
- • Consider upgrading plan for higher limits
Getting Additional Help
If you need more assistance:
Self-Service Resources
- • Check console dashboard for system status updates
- • Review conversation logs for error patterns
- • Test with different browsers and devices
- • Browse FAQ section for common solutions
Contact Support
- • Use chat widget on our website for immediate help
- • Email support with specific error messages
- • Include agent ID and console screenshots
- • Provide steps to reproduce the issue
📝 When Contacting Support
- • Describe what you expected vs. what happened
- • Include specific error messages or screenshots
- • Mention your agent ID and console workspace
- • List troubleshooting steps you've already tried
🛠️ Still Having Issues?
Most issues can be resolved quickly with the right information. Our support team is here to help!