Troubleshooting

Common issues with answers, the widget, integrations, and modules.

Inaccurate or generic answers

  1. Refresh knowledge — Replace outdated Documents, fix FAQs, and re-run Website crawls after site changes (all under Knowledge).
  2. Align AI instructions — Open Settings > AI Model and ensure system rules match your policies (tone, what to do when unsure, forbidden topics).
  3. Check Data Sources — If you use the Data Sources module, review Automation > Data Sources > Curate (enabled tables, column allow list, and About this data settings).
  4. 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. Open Widget > Embed and check that the widget is enabled.
  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.

Site theme changes after adding widget

  1. This is usually a CSS isolation conflict, not a framework bug: the widget and host site can both use Tailwind/theme selectors.
  2. Avoid pasting a raw widget <script> directly into root layout/head in production.
  3. Use the isolated embed integration recommended in this guide so widget styles do not leak into your site styles.
  4. After updating embed code, do a hard refresh to clear cached loader scripts.
  5. Verify no leaked global widget styles remain in page <head> (for example #chatloop-widget-tailwind or #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 forGo to
Documents, Websites, FAQsKnowledge + tab
Flows, Integrations, Calendar, Data Sources, ConnectorsAutomation + tab
Embed code, widget appearanceWidget + tab
AI model, teams, limits, deleteSettings (footer) + tab
Modules marketplaceUser menu > Modules
Subscription / billingUser menu > Subscription

See Navigation and menus for the full map.

Meta or Telegram issues

  1. 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.
  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 tab reflects current eligibility.

Calendar module issues

  1. Confirm the Calendar module is purchased and active under user menu > Modules.
  2. Open Calendar settings and verify a Nylas account is connected and a default calendar is selected.
  3. Check working hours and timezone if availability looks wrong.
  4. Team members need canManageOwnCalendar or admin access to connect their own calendar.

Data Sources module issues

  1. Confirm the Database module is entitled on your subscription (shown as Data Sources under Automation).
  2. Check the status banner—Ready means at least one enabled table with allowed columns (database mode) or at least one API endpoint (external API mode).
  3. Test the connection on Connect and Re-import schema on Import after database changes.
  4. Review Activity for guard failures, identity scoping errors, or SQL blocks.
  5. For WooCommerce stores, apply the WooCommerce preset when detection offers it on Import.
  6. For personal tables, confirm Personal data verification and identity scope columns match your schema.

Connectors module issues

  1. Confirm the Connectors module is purchased and the Connectors tab appears under Automation.
  2. Check whether the connector card shows Locked—your plan may not include that connector key.
  3. Open Manage on a connected card and use Refresh connection after changing sync or knowledge toggles.
  4. For WordPress, verify the site URL, username, and application password; the REST API must respond at /wp-json/wp/v2/users/me.
  5. Review Recent sync activity for pull/push errors.

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.

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