Troubleshooting

Common issues and how to resolve them. If you don't find your answer here, contact our support team.

Categories

Widget Issues

Widget not appearing

The chat widget does not show up on your website.

Solutions

  1. Verify embed code is on the page — Check your page source to confirm the SiteAnswerAI script tag is present
  2. Check for JavaScript errors in the console — Open your browser's developer tools (F12) and look for errors in the Console tab
  3. Ensure the script loads after page content — Place the embed code just before the closing </body> tag
  4. Try incognito/private browsing — Browser extensions or ad blockers may interfere with the widget loading

Widget not loading on WordPress

The widget does not appear on your WordPress site.

Solutions

  1. Verify plugin is activated — Go to Plugins in your WordPress dashboard and confirm the SiteAnswerAI plugin is active
  2. Check for plugin conflicts — Disable other plugins one at a time to identify conflicts
  3. Clear cache — Clear your WordPress cache plugin (WP Super Cache, W3 Total Cache, etc.) and any CDN cache

AI Response Issues

Wrong or irrelevant answers

The AI assistant's responses don't match the question or contain incorrect information.

Solutions

  1. Re-crawl the website — If content has changed, click Re-crawl in Sources to update the knowledge base
  2. Refine your system prompt — Add specific instructions about tone, scope, and how to handle certain topics
  3. Add more content sources — Upload documents, FAQ pages, or crawl additional sections of the site

Agent says "I don't know"

The AI assistant responds with "I don't have information about that" for questions it should answer.

Solutions

  1. Verify content is indexed — Check the Sources page to confirm the relevant pages are listed and active
  2. Check crawl completed — Look for any failed pages in your crawl results
  3. Upload content as documents — If pages won't crawl properly, copy the text into a document and upload it directly

Knowledge Base Issues

Crawl stuck or incomplete

The crawl runs for a long time or stops before finishing.

Solutions

  1. Wait for completion — Large sites with many pages can take several minutes to crawl
  2. Reduce max depth — Try a lower depth setting (2–3) for faster crawls
  3. Check robots.txt — Make sure the client's robots.txt is not blocking the crawler

Pages missing from crawl

Some pages were not included in the crawl results.

Solutions

  1. Increase max depth — Pages deep in the site hierarchy need a higher depth setting
  2. Check if pages are linked — The crawler follows links from the starting URL; orphan pages will not be found
  3. Upload missing content — Copy the content and upload it as a document directly

Voice Mode Issues

Microphone not working

The voice mode does not pick up audio from the visitor's microphone.

Solutions

  1. Browser needs permission — The visitor must allow microphone access when prompted by the browser
  2. Check site is served over HTTPS — Browsers require HTTPS for microphone access. Ensure your site uses an SSL certificate
  3. Try a different browser — Some browsers have stricter microphone policies. Chrome and Edge offer the best compatibility

Voice responses slow

The AI takes a long time to respond in voice mode.

Solutions

  1. Check internet connection — Voice mode streams audio in real time and requires a stable internet connection
  2. Try on desktop for better performance — Desktop browsers generally handle audio processing faster than mobile devices

Handoff Issues

Not receiving handoff notifications

You are not being notified when the AI hands off a conversation to a human.

Solutions

  1. Check notification settings in dashboard — Go to Settings and verify that handoff notifications are enabled
  2. Verify email address — Ensure the email address configured for notifications is correct and accessible
  3. Check spam folder — Notification emails may be caught by spam filters. Add the sender to your safe list

Integration Issues

Webhooks not received

Your server is not getting webhook requests from SiteAnswerAI.

Solutions

  1. Check URL is publicly accessible — The endpoint must be reachable from the internet
  2. Verify in delivery logs — Go to Settings → Integrations and check the delivery log for errors
  3. Ensure HTTPS — Webhook URLs must use HTTPS

Calendar sync failing

Appointments are not syncing to Google Calendar or Microsoft Outlook.

Solutions

  1. Re-authorize the connection — Go to Settings → Integrations and reconnect your calendar
  2. Retry failed syncs — Click the retry button on any appointment with a "Failed" sync status

Account Issues

Can't log in

You are unable to access your account.

Solutions

  1. Reset your password — Use the "Forgot password" link on the login page
  2. Check your email — Make sure you are using the email address you signed up with
  3. Clear cookies — Old session data can cause login issues

Still stuck?

If none of the above solved your issue, our team is ready to help.

Contact Support

Next Steps

Widget Install

Add the AI chat widget to your website with one line of code

Agent Settings

Configure your AI assistant behavior, greeting, and personality