Troubleshooting
Fixes for the most common issues: widget not appearing, wrong or missing answers, assists not firing, and webhook delivery failures.
The mascot doesn't appear
Run the verify installation checklist — it covers allowed origins, wrong site keys, blocked scripts, duplicate snippets, and consent managers in order of likelihood.
Answers are wrong or missing
- "It doesn't know something that's on my site" — check Knowledge → Pages: is the page crawled, enabled, and recently synced? If you just changed content, trigger a re-sync or add a manual entry for an instant fix.
- "It gives an outdated answer" — the page probably changed since the last sync. Re-sync, then verify in Ask AI.
- "It refuses to answer something" — by design the mascot won't guess beyond your content (answers & grounding). Add the missing fact rather than expecting the model to improvise.
- "It won't share order details" — order lookup requires verified identity; unverified visitors get an escalation path instead. See order lookup.
Assists aren't firing
- Give it traffic and time — the behavior engine fires on real hesitation patterns, not timers. Low-traffic pages produce few assists by nature.
- Pacing is deliberate — the engine limits per-visitor frequency and backs off after dismissals; a returning visitor who dismissed the mascot yesterday is deliberately left alone today.
- Check your quota — if monthly assists are exhausted, assists pause until reset or a booster (plans & limits).
- Holdout group — a small share of visitors intentionally never receives assists so lift can be measured (measuring impact). Don't be surprised if your own test session lands in it — try a fresh private window.
Webhooks aren't arriving
- Open the webhook in Connections and check the delivery log — it records every attempt with status.
- No deliveries logged — the event never fired; confirm the event type is subscribed.
- Failed deliveries — your endpoint returned non-2xx or timed out. Check HTTPS, response time, and signature verification. See webhooks.
AI replies stopped
You've likely hit your monthly quota — check Settings → Plan. The mascot falls back to non-AI behavior until reset, upgrade, or booster.
Still stuck?
Contact support from the dashboard with your site key, the page URL, and (for answer issues) the exact question you asked — that's everything we need to reproduce it.