Docs · 🧭 FAQ & Troubleshooting
Common issues
Short answers to "why isn't this working?".
This list collects the situations we see most in support and where to look first. Most of them come down to a single setting in the dashboard.
The widget doesn't show up on my site.
Confirm the install code is on every page of your site, before the </body> tag, and reload with the cache cleared (your site platform's cache can also delay it). The code must be copied from the dashboard's Widget page — hand-typed or partially copied code won't work.
The assistant isn't showing the article I wrote.
Check the article's status first: only published articles are visible; the assistant never sees drafts. If it is published, give it a few minutes — new content takes a moment to be indexed.
The assistant still doesn't know the information I just added.
Check the sync indicator on the Knowledge Base page; until the content is indexed (a few minutes) the assistant answers from the old state. If sync is complete and the problem persists, make sure the words in the question overlap the words in your content.
The assistant replies in the wrong language.
Look at the reply-language setting on the AI Agent page: in "Auto" mode the assistant follows the customer's language; with a fixed language it always uses that one. If you want one specific language, pin it.
The assistant won't book / says it can't take appointments.
Booking works when three things are in place: a connected calendar (Integrations), completed appointment settings (hours + time zone) and defined services with staff. If any is missing, the assistant deliberately never mentions booking. Walk through the three steps on our setup page.
The suggested appointment times look odd (like midnight).
Almost always the time zone: set the time zone in your appointment settings to your business's actual zone.
The assistant said "I don't know" but I do have the answer.
That information most likely isn't written in the knowledge base (or is written in very different words). Take the question as the customer phrased it and add its answer as a new document or FAQ entry — that's the standard way the assistant improves.
Conversations aren't reaching my team.
Are your agents online? Conversations are only assigned to online agents. Also check that human handover is enabled on the AI Agent page — with it off, the assistant never transfers.
Product/service cards never appear in chat.
Check that cards exist in the showcase and their image links work. If cards exist, make sure the titles and descriptions contain the words customers use — the assistant picks cards from those texts.
Tip: If nothing here solved it, write to us through the widget on our site — the conversation reaches our support team automatically and we'll answer right there.