Troubleshooting

Inaccurate or generic answers

1. Refresh knowledge — Replace outdated Documents, fix FAQs, and re-run Website crawls after site changes.
2. Align AI instructions — Open Settings > AI Model and ensure system rules match your policies (tone, what to do when unsure, forbidden topics).
3. Test with real questions — Ask the same questions customers use; vague prompts get vague replies.

Widget does not appear

1. Confirm the embed script is on the page (layout or tag manager container published).
2. Check that the widget is enabled under Embed Widget settings.
3. Regenerate the token if you suspect the old one was rotated or exposed; update every embed.
4. Open the browser developer console on your site for script errors or blocked requests.

Widget styling looks wrong

1. Review Widget Appearance and save again; hard-refresh or use a private window.
2. If you use custom CSS, temporarily disable it to see whether a rule conflicts with layout.
3. Remember light/dark/system theme settings affect default colors.

Meta or Telegram issues

1. Meta — Retry Connect with Meta; verify you admin the Facebook Page and that Business settings allow the app. Read any error banner after OAuth.
2. Telegram — Confirm the bot token is valid and the bot is not restricted by Telegram-side privacy settings you did not intend.
3. Entitlements — If the UI says a channel is not on your plan, purchase the add-on or upgrade; the Integrations page reflects current eligibility.

Human mode or inbox quirks

If messages seem stuck or roles look wrong, refresh Chat, check whether human mode is toggled for that thread, and verify you are viewing the correct agent in the switcher.

Still stuck

Collect the agent id, approximate time, channel (widget, Meta, Telegram), and any error text from the UI or browser console before contacting support—that shortens resolution time.