Troubleshooting
The things that go wrong most, and how to fix them.
If your Aijent is not appearing, check three things in this order: that Agent Status is set to LIVE on its Config tab, that your website has been added on the Installation tab, and that you are looking at a fresh private window rather than a cached page. Those three account for most cases. Everything else is below.
Start here. Almost everything falls into one of these.
My Aijent is not appearing on my website
In this order, because this is roughly how often each one is the cause.
Is it switched on? On the Config tab there is an Agent Status control set to LIVE or OFF. If it is OFF, it appears nowhere however well the code is installed. Aijent Relay has no such control, so skip this one.
Have you added the website? Your Aijent only runs on websites on your list, and the address has to match the one you are looking at. A staging address is a different website.
Are you looking at an old copy of the page? Open your site in a brand new private or incognito window, not the tab you have been working in. If you use caching, clear it, and purge your CDN if you have one.
Have you limited it to certain pages? If anything is in the page rules field, your Aijent appears on those pages and nowhere else.
Did all the code paste? Some editors trim the end of it. Compare what you saved against your dashboard.
Is a plugin stripping it? Security and speed plugins sometimes remove code they do not recognise. Turn one off briefly to test.
Is your Aijent embedded in that page instead? If you have placed it inside the page content there, the floating launcher is hidden on that page by design.
It appears, but the answers are poor
It does not know something it should. Your Aijent only knows what you have given it. Add the missing information. See making answers better.
It is answering from out-of-date information. Your Aijent does not re-read your website automatically. What it read is a snapshot. See keeping it current.
You uploaded a document and nothing changed. If it was a scan, or a PDF exported as images, there is no readable text in it. It will show as ready and teach your Aijent nothing.
It keeps offering a callback. That is what it does when it cannot answer. Every one of those is a gap worth filling.
Leads are not reaching my CRM
Give it time. A booking syncs immediately. Someone who left an email without booking can take around 25 minutes.
Check the conversation captured anything. Every conversation is in your dashboard whether or not it produced a CRM record.
Check the connection is still live. If it has expired we email you and show a banner, and the card returns to a Connect button.
Remember history is not backfilled. Conversations from before you connected were never sent, deliberately.
If you are on Salesforce and the pipeline looks empty, check whether those visitors used personal email addresses. Salesforce cannot create an opportunity without a company.
Meetings are not being offered, or the times look wrong
No calendar connected. Your Aijent cannot offer a time without one.
Check your working hours. Your Aijent never offers outside them, so if too few times appear, they are probably narrower than you think.
Check you connected the right account, especially if you have more than one.
Your calendar may simply be busy. It works around anything marked busy.
The colour or logo looks wrong
Nothing changed after saving. Save, then refresh the preview. On your live site, use a fresh incognito window.
The text on the launcher is hard to read. It is always white. A pale accent colour leaves white on pale, and nothing warns you. Choose something darker.
My round logo is in a square frame. The shape is detected automatically and usually means faint marks near the corners. Re-export with clean corners.
The preview does not show my launcher. It never does. It shows the conversation only. Check the launcher on your real website.
Something automatic is not firing
A delay opener never fires. It is cancelled if the visitor scrolls, clicks or types first. When testing, stay still.
The pulse stopped. It runs a few times then stops permanently, by design.
Slack alerts are not arriving. Connecting Slack is not enough: you must pick a channel and save it. Use the test alert button. If the app is not in the channel, that test will tell you.
Billing
My trial ended and my Aijent stopped. If no card was added, the subscription ends rather than converting, and nothing is charged. Add a card to restart.
My Aijent stopped answering mid-month. On a trial, that happens at your conversation limit. On a paid plan it should not: get in touch.
I was charged more than my plan price. Extra conversations beyond your allowance are charged on paid Aijent plans.
Still stuck
Get in touch and tell us:
- Your website address
- What you expected to happen
- What happened instead
For a specific conversation, the date and the visitor's email address help us find it quickly.