Troubleshooting
Common issues with answers, the widget, integrations, and modules.
Inaccurate or generic answers
- Refresh knowledge — Replace outdated Documents, fix FAQs, and re-run Website crawls after site changes (all under Knowledge).
- Align AI instructions — Open Settings > AI Model and ensure system rules match your policies (tone, what to do when unsure, forbidden topics).
- Check database training — If you use the Database module, review Automation > Database > Training and enabled tables.
- Test with real questions — Ask the same questions customers use; vague prompts get vague replies.
Widget does not appear
- Confirm the embed script is on the page (layout or tag manager container published).
- Open Widget > Embed and check that the widget is enabled.
- Regenerate the token if you suspect the old one was rotated or exposed; update every embed.
- Open the browser developer console on your site for script errors or blocked requests.
Widget styling looks wrong
- Review Widget > Appearance and save again; hard-refresh or use a private window.
- If you use custom CSS, temporarily disable it to see whether a rule conflicts with layout.
- Remember light/dark/system theme settings affect default colors.
Site theme changes after adding widget
- This is usually a CSS isolation conflict, not a framework bug: the widget and host site can both use Tailwind/theme selectors.
- Avoid pasting a raw widget
<script>directly into root layout/head in production. - Use the isolated embed integration recommended in this guide so widget styles do not leak into your site styles.
- After updating embed code, do a hard refresh to clear cached loader scripts.
- Verify no leaked global widget styles remain in page
<head>(for example#chatloop-widget-tailwindor#chatloop-widget-styles).
Cannot find a setting in the sidebar
Chatloop uses hub pages with tabs. If you expect a feature and do not see it:
| Looking for | Go to |
|---|---|
| Documents, Websites, FAQs | Knowledge + tab |
| Flows, Integrations, Calendar, Database | Automation + tab |
| Embed code, widget appearance | Widget + tab |
| AI model, teams, limits, delete | Settings (footer) + tab |
| Modules marketplace | User menu > Modules |
| Subscription / billing | User menu > Subscription |
See Navigation and menus for the full map.
Meta or Telegram issues
- Meta — Retry Connect with Meta under Automation > Integrations; verify you admin the Facebook Page and that Business settings allow the app. Read any error banner after OAuth.
- Telegram — Confirm the bot token is valid and the bot is not restricted by Telegram-side privacy settings you did not intend.
- Entitlements — If the UI says a channel is not on your plan, purchase the add-on or upgrade; the Integrations tab reflects current eligibility.
Calendar module issues
- Confirm the Calendar module is purchased and active under user menu > Modules.
- Open Calendar settings and verify a Nylas account is connected and a default calendar is selected.
- Check working hours and timezone if availability looks wrong.
- Team members need canManageOwnCalendar or admin access to connect their own calendar.
Database module issues
- Confirm the Database module is entitled and the Database tab appears under Automation.
- Test the connection on the Connect tab and re-import schema after database changes.
- Review Logs for guard failures or identity scoping errors.
- For WooCommerce stores, try applying the WooCommerce preset if detection offers it.
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 chatbot in the switcher.
Still stuck
Collect the chatbot id, approximate time, channel (widget, Meta, Telegram), and any error text from the UI or browser console before contacting support—that shortens resolution time.