Troubleshooting
Common issues and solutions for widget deployment, agent configuration, and integration problems.
Chat Widget Not Appearing
If the chat widget isn't showing on your website:
Common Causes
- • Script tag placed in wrong location
- • Incorrect agent ID in the code
- • Agent not enabled or published
- • JavaScript errors on the page
- • Content Security Policy blocking the script
Solutions
- 1. Check script placement: Ensure the script tag is placed before the closing </body> tag
- 2. Verify agent ID: Confirm YOUR_AGENT_ID is replaced with your actual agent ID from the console
- 3. Check agent status: Make sure your agent is enabled and published in the console
- 4. Browser console: Check for JavaScript errors in browser developer tools
- 5. Test in incognito: Try loading the page in an incognito/private browser window
Correct script placement:
<script src="https://aidesk.us/api/e?uid=YOUR_AGENT_ID" async></script>
</body>Agent Not Responding
If your agent isn't responding to messages:
Check These First
- • Message credit limit reached
- • Agent instructions not configured
- • Knowledge base still processing
- • Agent disabled or archived
Troubleshooting Steps
- 1. Check usage: Verify you haven't exceeded your message credit limit
- 2. Test locally: Use the "Chat" button in your console to verify agent functionality
- 3. Review instructions: Ensure agent instructions are properly configured and saved
- 4. Knowledge base status: Check that knowledge sources have finished embedding
- 5. Agent settings: Confirm agent is enabled and has proper integration settings
Common Mistakes
- • Empty or vague agent instructions
- • No knowledge sources configured
- • Agent created but never saved
- • Wrong agent ID in widget code
Knowledge Base Issues
If your agent can't access uploaded knowledge:
Processing Issues
- • Wait for embedding process to complete (check status in console)
- • Ensure uploaded documents are in supported formats (TXT, MD only)
- • Check file size limits (10MB maximum per document)
- • Verify website URLs are accessible and scrapable
Refresh Knowledge
If content isn't updating, try removing and re-adding the knowledge source, or use the "Refresh" button in the console.
Google Workspace Import Issues
If Google Docs or Sheets import isn't working:
Account Requirements
- • Google account properly authenticated
- • Documents must be accessible (not private)
- • Proper sharing permissions granted
- • Documents contain readable text content
Common Issues
- • Document sharing settings too restrictive
- • Authentication token expired
- • Document contains only images or complex formatting
- • Google API rate limits exceeded
Testing Steps
- 1. Re-authenticate your Google account
- 2. Check document sharing permissions
- 3. Try importing a simple text document first
- 4. Verify content appears in knowledge base
Performance Issues
If your agent is responding slowly or inconsistently:
Response Time Issues
- • Large knowledge base slowing responses
- • Complex agent instructions
- • High traffic periods
- • Multiple concurrent conversations
Optimization Tips
- • Simplify agent instructions
- • Organize knowledge base efficiently
- • Remove irrelevant content
- • Consider upgrading plan for higher limits
Getting Additional Help
If you need more assistance:
Self-Service Resources
- • Check console dashboard for system status updates
- • Review conversation logs for error patterns
- • Test with different browsers and devices
- • Browse FAQ section for common solutions
Contact Support
- • Use chat widget on our website for immediate help
- • Email support with specific error messages
- • Include agent ID and console screenshots
- • Provide steps to reproduce the issue
When Contacting Support
- • Describe what you expected vs. what happened
- • Include specific error messages or screenshots
- • Mention your agent ID and console workspace
- • List troubleshooting steps you've already tried
Still Having Issues?
Most issues can be resolved quickly with the right information. Our support team is here to help!