Troubleshooting
Use this page when a workspace setup or support workflow does not behave as expected.
| Symptom | Check |
|---|
| Widget does not load | Confirm script URL, public key, CSP, and page installation. |
| Wrong agent answers | Use the correct agent widget key and verify the agent has attached sources. |
| Customer appears anonymous | Add identify calls or configure verified widget identity. |
| History does not load | Confirm stable identity and conversation secret handling. |
Context
| Symptom | Check |
|---|
| Source fails to scan | Confirm the URL is reachable and safe to fetch. |
| No endpoints found | Add OpenAPI/Postman/schema material or endpoint reference pages. |
| Agent asks too many clarifying questions | Inspect source coverage and add missing endpoint/auth/error details. |
| Test request fails | Confirm source auth settings and safe endpoint URL. |
Agents
| Symptom | Check |
|---|
| Agent skips answers | Review confidence, retrieved context, and source coverage. |
| Agent gives generic answers | Attach more specific sources and run context learning. |
| Agent labels missing in analytics | Confirm agents are configured and runs include agent identity. |
Surveys
| Symptom | Check |
|---|
| Widget survey does not appear | Confirm survey channel, trigger timing, and closed/solved conversation state. |
| Email survey does not send | Confirm Resend configuration, verified domain, customer email, and enabled email survey. |
| NPS score is rejected | Confirm the survey type is NPS and score is 0 to 10. |
Analytics
| Symptom | Check |
|---|
| A filter is missing | Filters are dashboard-specific; switch dashboards to see relevant controls. |
| Live chat views are low | Some reports infer views from widget opens when launcher views are unavailable. |
| No survey responses | Enable surveys and confirm customers have submitted feedback. |
If an issue looks like missing data, check the relevant source route or setup page before assuming analytics is broken.
